YEAR MANAGER THE. Na Po e Pa ahana. Hawaii Lodging & Tourism Association s. Derek Bacigal of Hale Koa Hotel 2019 WINNERS

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1 INSIDE: WOMAN OF THE YEAR: LAURA RICHARDS * 35TH GREAT ALOHA RUN LODGING & FOODSERVICE JANUARY/FEBRUARY 2019 Hawaii Lodging & Tourism Association s MANAGER OF YEAR THE Derek Bacigal of Hale Koa Hotel PHOTO BY ANJJ LEE Hawai i Lodging & Tourism Association s 29th Annual Na Po e Pa ahana Awards Recognition Luncheon 2019 WINNERS Prsrt Std U.S. Postage PAID Permit No. 583 Honolulu, HI

2 25TH ANNIVERSARY! BLAISDELL CENTER WED & THUR JULY 10 & 11, 2019 FREE ADMISSION PRIZES PLENTY OF ON-SITE PARKING Hawaii s largest annual business-to-business trade event! Apply for Exhibit Space or Register as an Attendee at: kanter@lava.net The Expo is open to the industry only. Those under 18, children & strollers are not admitted.

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4 contents january/february 2019_vol.34/no.1 4 Checking In: David Putnam 6 Hospitality People: Don Chapman 7 HLTA s Mufi Hannemann 8 35th Great Aloha Run 10 Na Po e Pa ahana Winners 12 Hawaii Engineers Advisory Council checking in 39 An under-30 engineer and a 33-year hospitality veteran head the 2019 Na Po e Pa ahana Awards being presented by the Hawaii Lodging & Tourism Association this month. Inside you ll find complete coverage of the event, including a look at the winners and complete lists of finalists and more than 300 nominees from across the Islands. The Women in Lodging & Tourism selected Laura Richards of the Hanalei Colony Resort as 2019 Woman of the Year. During the flooding on Kauai last year, Richards and Hanalei Colony Resort provided crucial assistance. Contributing Editor Don Chapman talks story with Ben Rafter, CEO of OLS Hotels and Resorts, on topics ranging from how he got his start to working with smaller boutique properties. The 35th anniversary of the Great Aloha Run kicks off this month, and in this issue we review what participants can expect. We also take a look at security issues that Hawaii s homeless crisis causes for the Islands hotels, and how they are dealing with the problem. Resolutions we all make them, and we all do our best to achieve them. That includes Hawaii s food and beverage experts who share some of their professional and personal goals for Aloha! 13 F&B: New Year s Resolutions 15 Special Section: Na Po e Pa ahana Awards Woman of the Year 40 Security Crisis for Isles Lodging Industry 46 News Briefs 48 Hookipa: HRA Hall of Fame Editor david@tradepublishing.com 8 Editor David Putnam Assistant Editor Brett Alexander-Estes Associate Editor Brandon Bosworth Contributing Editor Don Chapman Director of Advertising Barry Redmayne Advertising Manager Charlene Gray Senior Account Executive David Kanyuck Advertising Administrator Lorraine Cabanero Director of Development Amanda Canada Controller Tracy Kalahiki Commercial Operations Manager Piilani Kaalekahi Creative Director Davin Iyamatsu Creative Manager Darrell Ishida Art Director Ursula A. Silva Circulation Manager Chelse Takahashi Production Superintendent Abe Popa Senior Press Operators Dean Onishi Post Press Manager Austin Popa Chairman & President Carl Hebenstreit Publisher & CEO Ken Berry Associate Publishers Barry Redmayne Karen Sayuri Berry 287 Mokauea Street, Honolulu, Hawaii Tel: (808) Fax: (808) Copyright 2019 with all rights reserved. Unauthorized reproduction is prohibited. Building Industry Hawaii is published on the first day of each month by Trade Publishing Company, with offices at 287 Mokauea, Honolulu HI Unsolicited materials must be accompanied by self-addressed, stamped return envelope. Publisher reserves the right to edit or otherwise modify all materials and assumes no responsibility for items lost or misplaced during production. Content within this publications is not to be construed as professional advice; Trade Publishing disclaims any and all responsibilitity or liability for health or financial damages that may arise from its content. Statement of fact and opinion in articles, columns or letters of contributors are the responsibility of authors alone and do not necessarily reflect the opinion of Trade Publishing Co. Single copy rate is $5, with subscriptions available at $25 per year. For information, call (808)

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6 Hospitality People Don Chapman The Beauty of Boutique Hotels After running the largest hotel chain in Hawaii, Ben Rafter is going small Ben Rafter got his start in the hospitality industry with Westin Hotels and Resorts and stayed with big hotels for most of his distinguished career. But now that his focus is on small hotels, he thinks they could become, well, a really big thing. As CEO of OLS Hotels and Resorts, he helped develop what is billed as the first retro, art-themed boutique property in Hawaii Surfjack Hotel & Swim Club in Response has been so promising, OLS will open two additional boutique hotels in Waikiki this year. (More in a moment.) This is a tectonic career shift. Rafter was previously president and CEO of Aqua Hospitality and president of Aston Hotels and Resorts. Combined, they managed 56 properties and nearly 11,000 rooms across Hawaii and five other states. As the largest hotel operator in Waikiki, Rafter hosted approximately 15,000 visitors per night. Prior to his combined role at Aqua-Aston, he grew Aqua from a small Waikiki operator to the only hotel company on all six Hawaii tourism islands. He quintupled the size of the company The 72-room Renew hotel on Paokalani Avenue is set for a mid-summer opening. in less than four years, becoming the largest operator in Hawaii in terms of properties. At Aqua he completed more than 20 renovations while also working on ground-up developments. He knows big. But during walks through Waikiki he s an avid mountain hiker on weekends Rafter began to envision another way to do hotels in modern Hawaii. I d walk by these (small, independent hotels) all the time, and I d look at a property and think we could really turn this into something special, and turn something that was two stars into four stars. More importantly, a four-star that is unique, totally different, he says. So after I left Aqua-Aston, I started buying, for lack of a better term, the Island of Misfit Toys type of stuff the pink elephant and the Jack-in-the-box that doesn t work. Generally, all the unwanted properties. One of them was Hokele Suites, which Rafter describes as on Lewers, on the wrong side of Kuhio. That was the knock on it. But he and partners bought it and turned it into the Surfjack. I would walk by, look in, and it had a pool in the central courtyard, Rafter says. The rooms looked down on the pool. One of my observations in Hawaii is that everything is geared to look out, because you think the ocean is there. And if you re the Royal Hawaiian or the Sheraton, that s great. But The Plantation Hale Suites is one of two OLS Hotels and Resorts properties on Kauai. everything off the beachfront does not generally look out at the ocean. At the Surfjack, we decided to turn the scene in on itself, so you re looking in at a self-contained environment. To me, that is one of the hallmarks of a good boutique hotel: You re there for what s happening in the hotel, not what s happening outside the hotel. It wasn t an epiphany, no moment where I was struck by some sort of idea that boutiques are better. But I think the way I looked at it was, one, these are hotels we can afford. Two, they re small enough that you can have a really intimate experience, and it s hard to do that with a thousand rooms. If there was an epiphany, it was this: Let s make these environments more intimate and sell a very unique experience, instead of doing something fairly generic Ben Rafter, CEO of OLS Hotels & Resorts Continued on Page 50 6 HAWAII HOSPITALITY JANUARY-FEBRUARY 2019

7 HLTA Mufi Hannemann Finally, Realistic Reporting of Tourism Numbers Let me recap for you several important developments regarding the visitor industry. The Hawaii Tourism Authority reported that statewide hotel occupancy had declined for October, for the fifth month in a row. Occupancy stood at 76.4 percent, and revenue per available room was a stagnant $190. There were declines on all the major islands, with Hawaii Island experiencing the most significant drop due to the Kilauea eruption. HTA s report for November was no less discouraging, showing statewide occupancy numbers falling to 75.8 percent, the worst in two years, and attributed this to the prolonged hotel workers strike and several other factors. The HTA also released figures showing that non-hotel, transient vacation rentals (TVR) saw double-digit increases in According to the HTA, bed-and-breakfast accommodations and vacation rental homes grew by 12.3 percent over the previous year a significant phenomenon. About 54 percent of our visitors stayed in hotels in 2017, but the remainder used other accommodations. One revealing fact from the HTA s report: In the visitor plant inventory report, there were 80,336 lodging units available for short-term rental by visitors, representing an increase of 1.6 percent (1,244 units) over The gains were in hotel (519), vacation rental (470) and timeshare (346) units. For months, many in the industry like former HLTA Board Chair Gregg Nelson of the Napili Kai Beach Resort on Maui, myself and others had expressed concern that we needed more in-depth accurate reporting and assessment of the state of the hospitality industry. It seemed that all the public was hearing Visitor arrival reports are showing the impact of transient vacation rentals the overwhelming majority of which are operating illegally on the economy and our hospitality industry. mufi hannemann was good news that focused on the increases in numbers of visitor arrivals and the like. We favor the more realistic approach that HTA is using now under its new head, Chris Tatum. Meanwhile, the state s projection on economic growth has been downgraded from 1.5 percent to 1 percent. Some economists argue that the local economy peaked in 2015 and growth has been slowing since. Many believe that visitor arrivals will decrease, as will their spending. For tourism businesses, these numbers are very significant. For instance, visitor arrival reports are showing the impact of transient vacation rentals the overwhelming majority of which are operating illegally on the economy and our hospitality industry. While I m not an alarmist by any means, I have long cautioned legislators and the public about the fragility of the visitor industry. These latest figures provide evidence that the state and county governments must take long-overdue action on regulating the illegal TVR market and collecting transient accommodations and general excise taxes from these scofflaws, if only to level the playing field between the hotel industry and TVRs, much less address the complaints from neighborhoods plagued by the proliferation of these rentals. After the Legislature failed to pass legislation the past three years, the HLTA is now looking to the county governments to provide the leadership and action to resolve this problem and, we hope, spur the state into action. Furthermore, these latest numbers give credence to our contention that the industry is being unnecessarily taxed because of an erroneous belief among public decision-makers that the hospitality industry is flush with cash from the record-high visitor arrival numbers. The TAT has been raised to pay for Honolulu s rail transit program and was nearly included in a constitutional amendment to authorize use of TAT revenue for public education. We beat back an attempt to impose the TAT on resort fees. The fact is that the hospitality industry continues to experience ever-increasing labor, construction and operating costs, and adding to our tax burden harms our ability to compete. With the economy slowing, it would be prudent for government leaders, along with their counterparts in the visitor industry, to work together to keep our industry competitive and healthy. I ve pointed out several times this year that the HTA should underwrite a strategic marketing campaign to help Hawaii Island regain the visitors it has lost. While a number of businesses have closed because of the impact of the volcano, we can do more to bolster the hospitality industry by encouraging more travel to that unique and beautiful destination. Gov. David Ige just traveled to Japan on a tourism campaign, and we need more of that involved leadership. We need quality tourism, as opposed to quantity tourism. I m an optimist; I see the glass as halffull rather than half-empty. So while the numbers may not seem encouraging for the hospitality industry, I m encouraged that we are beginning to see what should be an extended effort to educate our government leaders and the public of the challenges facing our industry, on the need to address major flaws in governance and that the hospitality industry is not a bottomless pot of money. Mufi Hannemann is president and CEO of the Hawaii Lodging & Tourism Association. TRADEPUBLISHING.COM/hawaiihospitality 7

8 PHOTOS COURTESY GAR Walk, Run It s All Fun! The 35th Great Aloha Run targets fitness for all and $350,000 for Hawaii charities BY BRETT ALEXANDER-ESTES Jonathan Lyau is dusting off his running shoes and will compete in the Hawaii Pacific Health Great Aloha Run on Feb. 18. Lyau, a frequent top 10 finisher, is no couch potato. But many a sofa spud finds his or her inner athlete at the Great Aloha Run. Jonathan Lyau Our hope is to create a healthier Hawaii, says Claire Nakamura Rochon, administrator and event coordinator of the 2019 GAR. If it means we are going to bring them out just one time a year, from Aloha Tower to Aloha Stadium, we are going to accomplish something right there. 8 HAWAII HOSPITALITY JANUARY-FEBRUARY 2019 Lyau will be on Aloha Tower s starting line at 7 a.m. It s good timing, he says. Since it s right after the holiday season, it gets me on track to Claire Nakamura Rochon be fit. Lyau plus another 30,000-or-so participants are also helping to keep Hawaii charities on track this year. Typically, the GAR will annually raise between $250,000 to $350,000, and all of that goes to charity, Rochon says, adding that the Carole Kai Charities event has raised $14 million over the past 35 years for such nonprofits as the United Cerebral Palsy Association of Hawaii and other worthy causes like athletic programs at Hawaii s schools. First Steps: Kapiolani Park & Blaisdell Center For many, the first steps to racing readiness start at Kapiolani Park and the GAR s free In Training Workshops for cautious newcomers through elite runners held through Feb. 10.

9 On Feb , race participants pick up their packets at the Hawaii Pacific Health GAR Sports, Health & Fitness Expo, held at Blaisdell Center. The HPH Expo also showcases health- and fitness-related services and products, says Rochon, and some competitions, like the Miss Teen GAR Pageant, High School Challenge activities, fitness demos, wellness talks and a dead-lifting championship. Next Steps: Aloha Tower On race day, thousands will gather at Aloha Tower to run, jog and stroll the 8.15-mile course. Hawaii Pacific Health, which is serving as the race s title sponsor for its second year, is also providing all of the medical support, says Brandt Farias Brandt Farias, senior vice president and chief marketing officer at Hawaii Pacific Health. This includes clinical personnel as well as spotters along the route and at Aloha Stadium to watch for runners who may need medical attention. In total, we provide nearly 400 medical personnel and volunteers on the day of the Run. Farias and Rochon say volunteers are the heart of the event. Between the Run and the Expo the weekend before, there are 4,500 volunteers working on creating a healthier Hawaii, says Farias. Last Steps: Shaka Zone We have an area that is pretty tough for most in fact, it s the last stretch we call the Shaka Zone, says Rochon. We have 100-plus volunteers out there making a whole lot of noise and cheering them on, giving them that last boost. Some who cross the finish line will celebrate a personal best. Looking forward to my 35th (GAR), says Lyau. The GAR is also celebrating its 35th year with its first commemorative medal. Lyau might add a medal to his other GAR prizes. I ve met and gotten to know many people who I can call friends, he says. The GAR builds camaraderie by participating in an event that basically anyone can do, and in turn promotes a healthy lifestyle. When Kealoha Curnan Medina celebrates her 35 years at the Run, she will likely remember one race with a kupuna in a wheelchair with the number 90 on balloons Kealoha Curnan Medina attached, being pushed by someone I assumed to be a grandson. Chicken skin... maybe that will be me in 30 years still going. The GAR encourages people young and old to go out and enjoy the outdoors, whether they have trained for the event or not, says Farias. In many respects, you could say the Great Aloha Run is a grand legacy that Carole and her team have gifted to the people of Hawaii. Go to greataloharun.com to register and for more information. Crossing the GAR finish line at Aloha Stadium (Top) Young and old alike, the Great Aloha Run is for everyone. (Above) The 2019 GAR s Inaugural Finishers Medal TRADEPUBLISHING.COM/hawaiihospitality 9

10 Hawai i Lodging & Tourism Association s 29th Annual Na Po e Pa ahana Awards Recognition Luncheon Hale Koa s Bacigal Named Manager of the Year HLTA selects Aulani s Kamanao as Outstanding Lodging Employee of the Year BY DAVID PUTNAM As director of engineering at the Hale Koa Hotel, Derek Bacigal oversees the property s 818-room twin towers which house eight food and beverage outlets, 13 meeting facilities and two swimming pools. Additionally, he s tasked to watch over the $108 million in renovation projects at Hale Koa, an Armed Forces Recreation Center at Ft. DeRussy. Derek Bacigal It s a lot of responsibility for the 28-year-old Bacigal, and for his outstanding efforts he has been named Manager of the Year by the Hawaii Lodging & Tourism Association. Bacigal will be recognized at the HLTA s 29th annual Na Po e Pa ahana Awards on Jan. 10 at the Sheraton Waikiki. Mika Kamanao of Aulani, a Disney Resort & Spa, has been selected as Outstanding Lodging Employee of the Year. She and Bacigal will join winners in 18 other categories at the HLTA s awards luncheon. Being nominated and then selected as a finalist, Bacigal says, shows the value put into the community comes back. As one of 50 candidates vying for the Manager of the Year honor, he says just being nominated by his hotel was an honor for him. I was very excited. It s a very prestigious local award, he says. Asked about the possibility of being chosen as Manager of the Year, he says the award will empower me to continue what I m doing to train and educate the next generation of hotel engineers. The Hale Koa wrote in its summary of Bacigal: How this exceptional millennial pursues his profession with such passion is a lesson to others, young and old, that success comes to those who give it their all. With each renovation, improvement and upgrade led by our director of engineering, the Hale Koa Hotel positions itself to Serve those who Serve for years to come. Bacigal was promoted to director of engineering at the Hale Koa last January from chief engineer. Previously, he was with Hyatt Hotels in Mika Kamanao San Francisco and Chicago. The other two finalists for Manager of the Year are Randi Okuhara of the Sheraton Princess Kaiulani and Tylun Pang of the Fairmont Kea Lani. Kamanao, who has been in the hospitality sector for 33 years, is Aulani s VIP coordinator. The resort says she works with its most respected guests, such as celebrities, dignitaries, Make a Wish Families and Disney executives. The other two finalists for Outstanding Lodging Employee of the Year are Nancy Jones of the Hilton Hawaiian Village Waikiki Beach Resort and Oralani Koa of The Westin Nanea Ocean Villas. The HLTA also honored members and allied members for their contributions to the industry and the community. They are: Allied Member of the Year: Interstate Restoration Hawaii Individual Allied Member of the Year (new award): Carol Shimomura of Pacific Guardian Life Chef/Restaurateur of the Year: John Salcedo of Rumfire at Sheraton Waikiki Hospitality Educator of the Year: Lorelle Peros of UH Maui College 10 HAWAII HOSPITALITY JANUARY-FEBRUARY 2019

11 29th Annual Na Po e Pa ahana THE 2019 AWARD WINNERS Leader in Sustainability Award: Hyatt Hotels Hawaii Na Po e Pa ahana Legacy Award: Tihati Productions Pulamahia Award (new award): Kaanapali Beach Hotel Community Service Award: Hanalei Colony Resort Woman of the Year: Laura Richards, Hanalei Colony Resort (Women in Lodging and Tourism, an HLTA affiliate) Other 2019 Na Po e Pa ahana winners, by category: Bell & Valet Large Property (450+ rooms): Dibiano Bontog is a valet captain at Aulani, A Disney Resort & Spa, and was a part of Aulani s original opening team. Writes the hotel: With more than 11 years in the tourism industry, he brings a great work ethic, attitude and aloha to his role that contributes to Aulani s high guest satisfaction rating. He is also committed to giving back to his community, volunteering at Hawaii beach cleanups, coaching soccer and softball and acting as a Cub Scout leader for overnight camping events. Medium Property ( rooms): Derek Clemente of The Kahala Hotel & Resort has seen it all, according to the hotel. He has worked through multiple ownership changes, assisted more celebrities then he can remember, driven cars from five different decades and continues to remain as one of our ambassadors of aloha at our front drive. Derek serves our guests a daily dose of aloha when he welcomes them home to the resort. Small Property (under 200 rooms): Mark Guerrero of the Maui Beach Hotel goes over and beyond assisting our house guests in all aspects, according to Front Office Manager Cheryl Dicenzo. Guerrero serves as front desk guest service and night auditor at the hotel, where he has worked since Mark is one of the greatest assets of the Maui Beach Hotel, Dicenzo writes in her nomination letter. Engineer & Maintenance Large Property (450+ rooms): The Royal Hawaiian, A Luxury Collection Resort calls Susan Iwasa a multi-tasker known for her professionalism, thoughtfulness and organization and coordination skills that make her a formidable force behind the scenes in the Engineering Department. For her, the experience of the guest is of the upmost importance and that prioritization of guest needs reflects her commitment to not just the Royal Hawaiian but to promoting tourism in the Islands. Medium Property ( rooms): Neal Nitta, notes the Andaz Maui at Wailea Resort, truly leads with the spirit of hospitality and aloha every day. His hard work and humble ways are noticed throughout the resort and his designs and carpenter work have gained the respect of many within his 21 years of service. Small Property (under 200 rooms): The Lawai Beach Resort notes that Brian Perreira completed more work orders than any other engineer at the property. The resort writes that projects flow his way because he can be trusted to complete them on time with the best of intentions and excellent quality. Housekeepers can be overheard on the radio calling for him specifically to respond to their requests because of his attention to detail. Food & Beverage Large Property (450+ rooms): Patrick Ongjoco, with 34 years of service at the Sheraton Waikiki as sous chef, is a great communicator and mediator who brings people together to work as a team, ensuring that the main kitchen s line operations run smoothly and efficiently from the start of each day, according to the hotel. Giving my time has been my way of giving back, says Ongjoco, who volunteers at Waialae Elementary where he tends to the school s educational garden and gives cooking demonstrations to the students. Medium Property ( rooms): Bartender Keola Lasconia keeps guests at Embassy Suites by Hilton Waikiki Beach Walk entertained. The property notes that whether he is pretending to screw a pineapple onto his soda gun for fresh pineapple juice, singing along with the band into his sink stopper or adding a pineapple wedge to a Bud Light when someone asks for Hawaiian beer, one thing is for certain: You re sure to get a shot of laughter at Keola s bar. Small Property (under 200 rooms): Leonardo Leo Dasig, the lead morning cook at The Surfjack Hotel & Swim Club is such a team player that he will work overtime when needed and is always available to help, notes the hotel. Front Office Large Property (450+ rooms): In 2013, Khrisna Fabian and her mother moved to Hawaii from the Philippines, and Fabian began working at Aulani, A Disney Resort & Spa, as a front desk agent. In 2017, she was honored as Aulani s Cast Member of the Year for her efforts beyond her role of welcoming and training new employees, and helping to lead Disney VoluntEAR events with local nonprofits. Medium Property ( rooms): Samoa Leilua has been a guest service manager at The Westin Nanea Ocean Villas since it opened in April With her kind demeanor and selfless personality, the hotel writes, she continues to embody the resort s founding core value of commitment to community, treating all guests and associates like her own ohana. Small Property (under 200 rooms): Channy-Lyn Motoyama, notes The Surfjack Hotel & Swim Club, is a fast-tracker and leader of this generation that has helped shape and established the personality of the hotel. Housekeeper Large Property (450+ rooms): Housekeeper Adelina Cambe has been a dedicated employee at the Sheraton Waikiki for more than 31 years. For 25 of those years, she has made 500 deep-fried lumpia for the housekeeping department s annual Charity Walk bake sale fundraiser. People here in my department have helped me a lot, so I help them out, she says. Continued on Page 43 TRADEPUBLISHING.COM/hawaiihospitality 11

12 Together, Everyone Achieves More HLTA Hawaii Engineers Advisory Council promotes best practices onsite and in the community BY BRETT ALEXANDER-ESTES When Eric Au, 2019 chair of the Hawaii Engineers Advisory Council (EAC), heard in October that many Island hospitality workers were on strike, he knew he had his work cut out for him. Most properties run a crew of 20 to 60 engineers, depending on the size of the property, to address guest calls, emergencies, operational projects, preventative maintenance and capital projects, says Au, who is also Marriott Hotels and Resorts area director of engineering and facilities for Hawaii and French Polynesia-Bora Bora. During the strike, our engineering management team pulled together with the help of HLTA Hawaii Engineers Advisory Council Board of Directors Chair: Eric Au, Marriott International Vice Chair: Harzali Hashim, Sheraton Waikiki Resort Treasurer: Stephen Weldon, Hyatt Place Waikiki Beach Secretary: Karen Mashiba, Embassy Suites Waikiki Beach Walk At-Large Director: Bert Takahashi, Sheraton Waikiki Resort At-Large Director: Craig Matsuura, Aqua-Aston Hospitality At-Large Director: Chris Spencer, Royal Hawaiian Hotel At-Large Director: Derek Bacigal, Hale Koa Hotel At-Large Director: Dennis Maher, Trump International Waikiki other task force management personnel from our mainland sister properties, to address all guest calls and emergencies, Au says. This was remarkable, as we efficiently caught all the guest calls and emergencies with just two-to-three managers per shift. This successful approach by Au and his colleagues at the EAC, a committee of the Hawaii Lodging & Tourism Association, exemplifies the council s motto: Together, everyone achieves more, or TEAM. TEAM has been a guiding principle since the council s founding in 2010, Plumbing issues across the board were definitely the highest frequency of calls. Eric Au and fosters members professional development and a strong industry network. Sixty Hawaii EAC members in 2018 were staff, managers or directors of hospitality engineering and/ or maintenance departments; 30 were members of related businesses. Other HLTA Hawaii EAC members did provide support during the strike, so having that local support mechanism definitely helped, especially with the timing of our task force rotation, Au says. This collaboration (and) sharing best practices builds stronger teams and individuals. The council also works to build stronger communities. In 2017, the Eric Au EAC helped rebuild the stage for Kaiser High School s performing arts department, and also co-sponsored the 2017 Hotel Forum with the Hawaii Green Business Program. A year earlier, when it became clear that Hawaii s overheated classrooms were impacting student health and performance, the council donated and installed 32 room air-conditioners in 16 classrooms at Jefferson Elementary School in Waikiki. Other council community service includes raising funds for scholarships and non-profit organizations. Au, as engineering director at Marriott s far-flung Pacific properties, says he must deal with an equally wide range of issues. Depending on the country, state, city or county, codes (electrical, plumbing, energy, fire and life safety) may vary, he says. So overseeing such a broad geographic location can be challenging. Also, working with different unions/nonunion properties, and with different ownership groups, can be challenging at times. During the strike, having the adequate manpower with appropriate knowledge and experience were crucial in addressing our guest calls on a timely basis, Au says. And while operational challenges depended on a specific property, he notes, plumbing issues across the board were definitely the highest frequency of calls. 12 HAWAII HOSPITALITY JANUARY-FEBRUARY 2019

13 Isle Foodies New Year s Resolutions Hawaii s food and beverage pros share aspirations to make 2019 a stellar year BY DAVID PUTNAM It s that time of year to declare New Year s resolutions. We all want to accomplish some personal or business goals, even the pros in Hawaii s food and beverage industry. F&B experts around the Islands were asked by Hawaii Hospitality to share their top three aspirations for Among their responses: updating Braulio Andaluz menus, running 10Ks, eating healthier and training staff. One foodie has a cheese craving she wants to curb. Braulio Andaluz, food and beverage director at the Royal Lahaina Resort, says he wants to build a stronger bond with the local farmers community. Having stronger relationships with local farmers and growers is a key component to our Island culinary success. You depend on them as much as they depend on you. Andaluz predicts lots of fun and changes for this coming year. His No. 2 resolution is to create a connection with the culinary programs in the Islands. Providing a venue for the up-andcoming students trying to make it in the culinary world is a goal for us. As a graduate of the University of Hawaii culinary program, I believe that in order to grow a better culinary community, the incorporation of culinary students into our programs is a priority. And Resolution No. 3: Creating awesome food and having fun doing it! Andaluz says the addition of Executive Chef Dylan Montano will move the Royal Lahaina s culinary team on a new Build a stronger bond with the local farmers community. Having stronger relationships with local farmers and growers is a key component to our Island culinary success. You depend on them as much as they depend on you. Braulio Andaluz direction. He is taking a leadership role on the reshaping of our culinary department. By the end of the first quarter of 2019, we will be looking at a completely new menu. At the same time, by the end of the year we will be in the early stages of a full renovation of our three-meal restaurant. A very exciting project. Other F&B leaders top three resolutions for 2019 Shaymus Alwin Executive Sous Chef, The Royal Hawaiian 1. Spend more time with my family. 2. Work on having better eating habits (eating more than one solid meal a day and healthier choices). 3. Keep in closer contact with my family on the Mainland. Sarah Brown Director of Food & Beverage, Sheraton Maui Resort & Spa 1. Drink more tequila. I pick a liquor each year and expand my palate. This is the year of the worm! 2. Work on my emotional attachment to cheese. Our relationship is not healthy, and I need to establish boundaries. 3. Volunteer to do volunteer work. Shoji Namatame Executive Chef, Trump International Hotel Waikiki 1. Use more local products as much as possible. 2. Introduce and educate young rising chefs and cooks about local products (e.g. ulu, fish, luau leaves, etc.). 3. Participate in more Hawaii community events in order to showcase our culinary offerings incorporating local products. Jason Waterlow Director of Food & Beverage, Halekulani 1. Continue supporting our food and beverage team by removing as many obstacles as possible. This will make it easier for our team to focus on our guests. 2. Setting weekly goals that will help achieve the long-term goals. 3. Completing the 2019 King s Runner 10K in March without walking. TRADEPUBLISHING.COM/hawaiihospitality 13

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15 Hawai i Lodging & Tourism Association s 29th Annual Na Po e Pa ahana Awards Recognition Luncheon Sheraton Waikiki Grand Ballroom January 10, 2019

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18 ALOHA Na Po e Pa ahana can t begin to describe the men and women we are honoring today. They are the finest representatives of the hospitality industry and the people of the Islands, the most dedicated and exemplary professionals, the embodiment of aloha and hospitality, and the reasons Hawai i continues to beckon visitors from throughout the globe, year after year. The Hawai i Lodging & Tourism Association salutes the honorees and thanks them for their invaluable service and contributions to tourism, our industry and the Hawaiian Islands. We re all in this together! Program 10:45 am Doors Open 11:05 am Opening Remarks by Emcees Howard Dashefsky Anchor, KHON2 News Marisa Yamane Anchor, KHON2 News 11:10 am Oli/Blessing Mufi Hannemann President & CEO Hawai i Lodging & Tourism Association Special Thanks Sheraton Waikiki The Orchid Lei Company Oahu Publications Inc. Hawaii.com Media Partner Trade Publishing & Printing A/V Sponsor PSAV Hawai i Lodging & Tourism Association s 29th Annual Na Po e Pa ahana Awards Recognition Luncheon N4 29 T H A N N UA L NA P O E PA A H A N A ja n uary 10, :15 am Lunch 12 pm Program Begins Mufi Hannemann HLTA President & CEO Na Po e Pa ahana Awards Allied Member of the Year Individual Allied Member of the Year Chef/Restaurateur of the Year Hospitality Educator of the Year Leader in Sustainability Women In Lodging & Tourism: Woman of the Year Excellence in Community Service Pūlamahia Award 2019 Na Po e Pa ahana Legacy Award Bell & Valet Engineer & Maintenance Food & Beverage Front Office Housekeeping Security Officer Manager of the Year Outstanding Lodging Employee of the Year 1:50 pm Closing Remarks 2 pm Finalists Group Photo 2:15 pm Off-stage Photo Opportunities

19 Heartfelt congratulations to all the nominees of the 2019 Nā Po e Pa ahana Awards. F I N A L I S T S Dennis Yap Bell/Valet Person of the Year Pono Kahili Engineer/Maintenance Person of the Year Allan Sagucio Engineer/Maintenance Person of the Year Keola Lasconia Food & Beverage Person of the Year Cassel Kanahele Front Office Person of the Year H O N O R A B L E M E N T I O N S Troy Boyce Bell/Valet John Thompson Bell/Valet Gowill Viloria Bell/Valet Anchalee Yenwattana Bell/Valet Henry Rodrigues Engineer/Maintenance Shane Kalani Vares Engineer/Maintenance Ashley Agustin Front Office Frank Poei Front Office Jessie Ann Acio Front Office Kayo Mamaclay Front Office Walter Aloiau Front Office Yoke Sasaki Front Office Zhi Yi Chen Housekeeper Fiona Hong Housekeeper Rosita Rosete Housekeeper Jenny Wu Housekeeper Phung Kim Xiao Housekeeper Tammy Awong Lodging Kevin Doo Lodging Teri Pagud Lodging Lauren Yamamoto Lodging Yuet Oy Au Manager Shantel Burns Manager Divina Garcia Manager Luana Maitland Manager Lorna Puna Stillman Manager

20 29th Annual Na Po e Pa ahana Awards Family Time The 2019 Na Po e Pa ahana Awards celebrate industry unity and an expanded circle of winners BY BRETT ALEXANDER-ESTES A s Hawaii s hospitality achievers celebrate yet another banner year, they are also living the aloha that attracts the world to the Islands, over and over again. When everyone is seated and the ballroom is filled with voices and sounds, to me it sounds like family time, bright faces and beautiful smiles everywhere, says Carol Lopes, 2018 Na Po e Pa ahana Manager of the Year and executive housekeeper at Embassy Suites by Hilton Waikiki Beach Walk. We are more than participants we are family honoring each other for being the best at what we do each and every day at work, home and play. At work, Hawaii s strong family ethic is also supporting an unparalleled surge in visitor arrivals. According to a fourth-quarter report by the Department of Business, Economic Development and Tourism, Hawaii s 2018 visitor arrival growth rate was 5.8 percent, resulting in a total of 9.95 million visitors for the year. And while this year s growth rate is expected to rise 1.8 percent, Hawaii s popularity has confounded many forecasts in the past, and is likely to do so again. Lopes, who grew up on the Hawaiian Homestead in Nanakuli and is also one of the the heart of all hotels. This year, the Awards are again raising the awareness of the achievements of hospitality housekeepers as well as staff and management in other departments by highlighting the challenges posed by properties of various sizes. I love my job, and how I have a chance to make a difference for our guests and hosts every day, Lopes says. Aloha is the value that guides me. It is more than a word. It is a feeling of caring, love, gratitude, kindness, understanding, and the ability to share and connect with each other. Lopes legacy of dedication and We are more than participants we are family honoring each other for being the best at what we do each and every day at work, home and play. Carol Lopes founding members of the Hawaii Lodging & Tourism Association s Housekeeping Hospitality Council, knows what it takes to exceed expectations. I am very passionate about housekeeping, Lopes says. It is N6 2 9 T H A N N UA L N A PO E PA A H A N A ja n uary 10, commitment continues in 2019 with the nomination of her son Pono Kahili as a Na Po e Pa ahana Engineer of the Year. With courage, heart and aloha, anything can be possible, Lopes says. Make it happen.

21 TO THE AULANI RESORT NA PO E PA AHANA HONOREES BARRY YOKOYAMA ENGINEER Engineering/Maintenance Person of the Year DIBIANO BONTOG VALET CAPTAIN Bell/Valet Person of the Year ROGELIO "ROY" LOPEZ HOUSEKEEPER Housekeeper of the Year NORIKO HARIMOTO PUBLIC RELATIONS MANAGER Manager of the Year GABRIELLE BARDELL ʻAMAʻAMA RESTAURANT SERVER Food & Beverage Person of the Year MIKA KAMANAO VIP COORDINATOR Outstanding Lodging Employee of the Year KHRISNA FABIAN FRONT DESK AGENT Front Office Person of the Year MAHALO FOR ALL YOU DO TO CREATE AND SHARE MAGIC EACH DAY!

22 29th Annual Na Po e Pa ahana Awards Nominees Person of the Year BELL & VALET Large Property (450+ Rooms) Dibiano Bontog Aulani, A Disney Resort and Spa Sam Delos Santos Anchalee Yenwattana Sheraton Maui Resort & Spa Craig Miyasato Hyatt Regency Waikiki Beach Resort & Spa Chad Nakamura The Royal Hawaiian, A Luxury Collection Resort Cody Okabayashi The Westin Maui Resort & Spa Steven Pedroza The Ritz-Carlton, Kapalua Edwin Ramirez Hale Koa Hotel Ramel Reyes The Westin Ka anapali Ocean Resort Villas Surapee Sartrapai Hilton Hawaiian Village Waikiki Beach Resort Christopher Segi Medium Property Waikiki Resort Hotel Troy Boyce OHANA Waikiki Malia by Outrigger Arnold Cabico Waikoloa Beach Marriott Resort & Ocean Club Derek Clemente The Kahala Hotel & Resort Dennis Gomez Kauai Marriott Resort & Beach Club Large Property (450+ Rooms) Rodel Ambrocio Maria Ella Sim Daven Arcangel Ruben Stewart Roger Dollente John Thompson The Westin Maui Resort & Spa Marriott s Ko Olina Beach Club Kapono Dougherty Outrigger Reef Waikiki Beach Resort The Westin Ka anapali Ocean Resort Villas Jason Valai-Tufuga Joshua Eng Terrance Yano Amading Fermin Marriott s Ko Olina Beach Club Halekulani Gowil Viloria Embassy Suites by Hilton Waikiki Beach Walk Dennis Yap OHANA Waikiki East by Outrigger Small Property (Under 200 Rooms) Mark Guerrero Maui Beach Hotel Travis Waltman The Lotus Honolulu at Diamond Head engineer & maintenance Trump International Hotel Waikiki Hilton Grand Vacations, Hilton Hawaiian Village The Westin Princeville Ocean Resort Villas Person of the Year Hyatt Regency Waikiki Beach Resort & Spa Fairmont Kea Lani Ryan Ragudo Shannon Rodrigues Sheraton Waikiki Dennis Arimoto Andrea Ku uipo Haupu Andaz Maui at Wailea Resort Brent Yoshida Jonah Dias Waikiki Beach Marriott Resort and Spa Kalen Pu u-komoda The Ritz-Carlton Residences, Waikiki Beach Aston Kaanapali Shores Eugene Foki The Westin Nanea Ocean Villas Outrigger Waikiki Beach Resort ( Rooms) Grand Hyatt Kauai Vance Patao Sheraton Maui Resort & Spa Halekulani N8 29 T H A N N UA L N A PO E PA A H A N A ja n uary 10, Clyde Freitas Sheraton Waikiki Ruben Ganibe Alohilani Resort Waikiki Beach Susan Iwasa The Royal Hawaiian, A Luxury Collection Resort Eugene Jaramillo Waikiki Beach Marriott Resort and Spa Gerald Lau Prince Waikiki William Merseburgh Hale Koa Hotel Micahel Pagaduan Hilton Garden Inn Waikiki Beach Maleko Pamat Marriott s Maui Ocean Club

23 Reymundo Rey Savellano Aston Waikiki Beach Hotel Dale Tsukahara Ala Moana Hotel by Mantra William Tupou Hilton Hawaiian Village Waikiki Beach Resort John Uyeno Grand Wailea, A Waldorf Astoria Resort Ernest Yasay Grand Hyatt Kauai Barry Yokoyama Small Property Nick Bravo Luana Waikiki Hotel & Suites (Under 200 Rooms) Edmundo Coloma Aqua Bamboo Waikiki Eddie Agonoy Louie Miguel Aqua Pacific Monarch The Surfjack Hotel & Swim Club Mark Arthur Brian Perreira Paradise Bay Resort Lawai Beach Resort Arnold Bala The Lotus Honolulu at Diamond Head Alex Reganit Juan Baptista Allan Sagucio Aston Mahana at Kaanapali Aston Waikiki Beach Tower Wyndham at Waikiki Beach Walk Aulani, A Disney Resort and Spa Dennis Yoshimura Hilton Grand Vacations, Hilton Hawaiian Village Medium Property ( Rooms) Christofer Arellano The Ritz-Carlton Residences, Waikiki Beach Norman Batara The Kahala Hotel & Resort Christopher De Verre Waikoloa Beach Marriott Resort & Ocean Club James Juan Mauna Kea Beach Hotel Pono Kahili Embassy Suites by Hilton Waikiki Beach Walk Keola Ke Person of the Year food & beverage Large Property Sheraton Waikiki Marriott s Maui Ocean Club Gabrielle Bardell Aulani, A Disney Resort and Spa Jessica Cacal Sherwin Ragunjan Prince Waikiki Aston Waikiki Beach Hotel Jeremy Dichoso Juan Ramirez Moana Surfrider, A Westin Resort & Spa Grand Hyatt Kauai Jazzreah Reynon Turtle Bay Resort Ala Moana Hotel by Mantra Jeanne Sasaki Hyatt Regency Waikiki Beach Resort & Spa Samuel Ho Gilbert Remigio Geraldine King Marriott s Waiohai Beach Club Hale Koa Hotel Henry Rodrigues Shane Kuwaye OHANA Waikiki Malia by Outrigger Marriott s Ko Olina Beach Club Anacleto Sagucio Todd Mitsui OHANA Waikiki East by Outrigger Hilton Waikiki Beach Kan Wat Halekulani Marian Wong Andaz Maui at Wailea Resort Shane Kalani Vares Francesca Peiler Margarethe Cristobal The Royal Hawaiian, A Luxury Collection Resort Courtyard by Marriott Waikiki Beach Hyatt Regency Maui Resort & Spa Hilton Hawaiian Village Waikiki Beach Resort Dale Hanakoa Neal Nitta Lucie Ormsby Sheraton Maui Resort & Spa Nathan Kupihea The Westin Nanea Ocean Villas Patrick Ongjoco Christian Balasan Quintina Gildea Gibson Mariano The Westin Maui Resort & Spa (450+ Rooms) The Westin Princeville Ocean Resort Villas Kauai Marriott Resort & Beach Club Annie Natividad Waikiki Beach Marriott Resort and Spa Jamie Zazzaro The Westin Ka anapali Ocean Resort Villas Trump International Hotel Waikiki Adolfo Molina Grand Wailea, A Waldorf Astoria Resort H AWAI I LO D GI N G & TO URI S M AS S O CI ATION N9

24 29th Annual Na Po e Pa ahana Awards Nominees Medium Property ( Rooms) Roger Arrieta The Westin Nanea Ocean Villas Garrett Bacarro Raylynn Kanehailua Charie Zabala Donnie Kuoha Small Property Waikoloa Beach Marriott Resort & Ocean Club Mauna Kea Beach Hotel Keola Lasconia Marriott s Waiohai Beach Club Embassy Suites by Hilton Waikiki Beach Walk Anthony Calvan Glen Salcur Elsie Dela Cruz Lehua Verkerke The Kahala Hotel & Resort Westin Hapuna Beach Resort Hyatt Centric Waikiki Beach front office (450+ Rooms) Ashley Agustin Waikiki Beachcomber by Outrigger Walter Aloiau Outrigger Waikiki Beach Resort Chenoa Aubrey The Royal Hawaiian, A Luxury Collection Resort Grace Benson Hilton Grand Vacations, Hilton Hawaiian Village Valerie Bumanglag The Westin Maui Resort & Spa James Ron Chapman Fairmont Kea Lani Khrisna Fabian Aulani, A Disney Resort and Spa Junko Partridge Sheraton Maui Resort & Spa Frank Poei Kanoa Lacerdo-Magallanes Sheraton Waikiki Victor Motilla Grand Hyatt Kauai Jerome Padua Halekulani The Westin Nanea Ocean Villas Marisa Onnagan Courtyard by Marriott Waikiki Beach Kalili Pavao The Westin Princeville Ocean Resort Villas Tasha Tavares Alohilani Resort Waikiki Beach Ai Shinozawa Marriott s Ko Olina Beach Club The Kahala Hotel & Resort Marriott s Waiohai Beach Club Emy Tomogsoc Claire Supee Aston at The Whaler on Ka anapali Beach Maureen Torres-Kaniho Waikoloa Beach Marriott Resort & Ocean Club Jeri Wigglesworth-Herrell Small Property Hilton Hawaiian Village Waikiki Beach Resort Hyatt Regency Maui Resort & Spa Hale Koa Hotel Kelly Ann Noelani Wright Prince Waikiki Allyson Yoshimura Medium Property Marriott s Maui Ocean Club Samoa Leilua Renee Schoening Salome Gutierrez Pamela Kanae The Surfjack Hotel & Swim Club Lynn Sato Waikiki Beach Marriott Resort and Spa The Westin Ka anapali Ocean Resort Villas Leonardo Dasig Outrigger Reef Waikiki Beach Resort Laura Fisher The Ritz-Carlton, Kapalua (Under 200 Rooms) Andaz Maui at Wailea Resort Person of the Year Large Property Kauai Marriott Resort & Beach Club Debbie Uwanawich (Under 200 Rooms) Debra Arakaki Pagoda Hotel Siante Bargamento Marriott s Kauai Lagoons Kalanipu u Cassel Kanahele ( Rooms) Hokulani Waikiki by Hilton Grand Vacation Club Jessie Ann Acio Yumi Kato Marla Davis Channy-Lyn Motoyama OHANA Waikiki East by Outrigger Kauai Marriott Resort & Beach Club Cohco Harbour The Ritz-Carlton Residences, Waikiki Beach N10 29 T H A N N UA L N A PO E PA A H A N A ja n uary 10, Aston Waikiki Beach Tower The Surfjack Hotel & Swim Club Yoke Sasaki Wyndham at Waikiki Beach Walk Carissa Suguitan The Lotus Honolulu at Diamond Head

25 CONGRATULATIONS! 2019 Nā Po e Pa ahana Finalists Staff that best displayed exemplary service, leadership, community giving & aloha spirit. William Merseburgh ENGINEERING PERSON OF THE YEAR Stacy Garcia SECURITY PERSON OF THE YEAR Juana Garen HOUSEKEEPING PERSON OF THE YEAR Geraldine King FOOD & BEVERAGE PERSON OF THE YEAR Jeri Wigglesworth-Herrell FRONT OFFICE PERSON OF THE YEAR Edwin Ramirez BELL DESK PERSON OF THE YEAR Derek Bacigal MANAGER OF THE YEAR Bernice Fielding EMPLOYEE OF THE YEAR halekoa.com

26 29th Annual Na Po e Pa ahana Awards Nominees Person of the Year housekeeping Large Property (450+ Rooms) Merlita Bagalacsa Moana Surfrider, A Westin Resort & Spa Lilia Ramos The Westin Maui Resort & Spa Renato Borromeo Rosita Rosete Teresa Cajalne OHANA Waikiki East by Outrigger Adelina Cambe Hilton Grand Vacations, Hilton Hawaiian Village Marisa Cendana The Ritz-Carlton, Kapalua Zhi Yi Chen The Westin Ka anapali Ocean Resort Villas Samuel Dadulla Olive Tuimaunei Hyatt Regency Waikiki Beach Resort & Spa Sheraton Waikiki Hyatt Regency Maui Resort & Spa Waikiki Beachcomber by Outrigger Jim Simeon Wynne Simplot Allan Tecson Hilton Hawaiian Village Waikiki Beach Resort Turtle Bay Resort Juana Garen Outrigger Reef Waikiki Beach Resort Vernard Gruezo Phung Kim Xiao Hale Koa Hotel Jenny Wu Waikoloa Beach Marriott Resort & Ocean Club OHANA Waikiki Malia by Outrigger Fiona Hong Medium Property Outrigger Waikiki Beach Resort Aston at The Whaler on Ka anapali Beach Maria Pascual Waikiki Resort Hotel Marilyn Nicolas Grand Wailea, A Waldorf Astoria Resort Halekulani Milika Loketi Vannesa Ramirez Kauai Marriott Resort & Beach Club Syliva Rara Pearl Hotel Waikiki Lordy Tamayo The Kahala Hotel & Resort Lorna Vallente Westin Hapuna Beach Resort Emelda Wada Aqua Kauai Beach Resort Small Property (Under 200 Rooms) Felicidad Bonilla Pagoda Hotel Marc Caesar Espiritu EWA Hotel Dominador Domi Flores Marriott s Kauai Lagoons Kalanipu u Cecilia Rabang The Lotus Honolulu at Diamond Head Virginia Suyama Josephine Lacar ( Rooms) The Surfjack Hotel & Swim Club Marites Ledda Gliceria Ambida Lawai Beach Resort Rogelio Lopez Idena Bumanglag Aston Waikiki Beach Tower Andrew Luong Romeo Cabilis Lydia Macaraeg Walter Dagulo Hilton Waikiki Beach Prince Waikiki Aulani, A Disney Resort and Spa Hilton Garden Inn Waikiki Beach Waikiki Beach Marriott Resort and Spa Magdalena Magaoay Marriott s Maui Ocean Club Yolanda Mangayayam Grand Hyatt Kauai Josie Mariano Marriott s Ko Olina Beach Club Estrella Melchor Sheraton Maui Resort & Spa Mauna Kea Beach Hotel Ilikai Hotel & Luxury Suites Courtyard by Marriott Waikiki Beach Marriott s Waiohai Beach Club Cindy Finiiray The Ritz-Carlton Residences, Waikiki Beach Jennie Fukushima Aston Waikiki Sunset Raquel Lim Andaz Maui at Wailea Resort N12 29 T H A N N UA L N A P O E PA A H A N A ja n uary 10, Elvira Valmoja Joselyn Vaquilar

27 one COMPANY vacations A WORLD OF Congratulations to all our Associates! We re proud of your accomplishments both at our resorts and in the community. Mahalo for all that you do. Waikoloa Beach Marriott Resort & Ocean Club Bell & Valet: Medium Property Arnold Cabico Engineer & Maintenance: Medium Property Christopher De Verre Food & Beverage: Medium Property Raylynn Kanehailua Front Office: Medium Property Debbie Uwanawich Housekeeper: Medium Property Vernard Gruezo Manager of the Year Kelly Alonzo Security Officer: Medium Property Erik Awana Marriott s Maui Ocean Club 2018 Outstanding Lodging Employee of the Year Samantha Dizon Engineer & Maintenance: Large Property Maleko Pamat Food & Beverage: Large Property Christian Balasan Front Office: Large Property Pamela Kanae Housekeeper: Large Property Magdalena Magaoay Security Officer: Large Property Justin Paki Marriott s Ko Olina Beach Club 2018 Outstanding Lodging Employee of the Year Kawailani Dutro Bell & Valet: Large Property Jason Valai-Tufuga Engineer & Maintenance: Large Property Roger Dollente Food & Beverage: Large Property Shane Kuwaye Front Office: Large Property Ai Shinozawa Housekeeper: Large Property Josie Mariano Manager of the Year Bryan Sadaoka Security Officer: Large Property Kenneth Coyaso, Finalist Marriott s Kauai Lagoons - Kalanipu u Front Office: Small Property Siante Bargamento Housekeeper: Small Property Dominador Domi Flores, Finalist Security Officer: Small Property George Tandal, Sr, Finalist Kauai Marriott Resort & Beach Club Food & Beverage: Medium Property Charie Zabala Security Officer: Medium Property Christopher Veniegas 2018 Outstanding Lodging Employee of the Year Jane Narimatsu Bell & Valet: Medium Property Dennis Gomez Engineer & Maintenance: Medium Property Nathan Kupihea Front Office: Medium Property Marla Davis Housekeeper: Medium Property Vannesa Ramirez Manager of the Year Kaylin Arakaki Marriott s Waiohai Beach Club 2018 Outstanding Lodging Employee of the Year Jenni Saguid Engineer & Maintenance: Medium Property Gilbert Remigio Food & Beverage: Medium Property Garrett Bacarro Front Office: Medium Property Tasha Tavares Housekeeper: Medium Property Walter Dagulo Manager of the Year Sharolyn Segundo Security Officer: Medium Property Donald Dondi Viquelia, Finalist The Westin Princeville Ocean Resort Villas 2018 Outstanding Lodging Employee of the Year Leila Machado Bell & Valet: Medium Property Shannon Rodrigues Engineer & Maintenance: Medium Property Keola Ke Front Office: Medium Property Kalili Pavao, Finalist Manager of the Year Ayie Melendez Security Officer: Medium Property James LaFave, Finalist The Westin Nanea Ocean Villas 2018 Outstanding Lodging Employee of the Year Oralani Koa, Finalist Bell & Valet: Medium Property Vance Patao, Finalist Engineer & Maintenance: Medium Property Gibson Mariano Food & Beverage: Medium Property Roger Arrieta, Finalist Front Office: Medium Property Samoa Leilua, Finalist Security Officer: Medium Property Si i Savou, Finalist The Westin Ka anapali Ocean Resort Villas 2018 Outstanding Lodging Employee of the Year Jenna Mello Bell & Valet: Large Property Ramel Reyes Engineer & Maintenance: Large Property Kapono Dougherty Food & Beverage: Large Property Jamie Zazzaro Front Office: Large Property Salome Gutierrez Housekeeper: Large Property Allan Tecson Manager of the Year Ryan Stansel Security Officer: Large Property Robilynn Lani

28 29th Annual Na Po e Pa ahana Awards Nominees Person of the Year security officer Large Property (450+ Rooms) Justin Abregano Turtle Bay Resort Jason Archer Grand Hyatt Kauai Kenneth Coyaso Pauline Hafoka The Ritz-Carlton, Kapalua Anthony Tony Kaahanui Moana Surfrider, A Westin Resort & Spa Austin Lacount Sheraton Princess Kaiulani Robilynn Lani Marriott s Ko Olina Beach Club The Westin Ka anapali Ocean Resort Villas Marcus Curimao Justin Paki Phillip Dolor Edward Pelekai The Westin Maui Resort & Spa Hyatt Regency Waikiki Beach Resort & Spa Marriott s Maui Ocean Club Hilton Hawaiian Village Waikiki Beach Resort Don Ferreira Sabino Perez Stacy Garcia Kui Yee Hoy Mauna Kea Resort Hale Koa Hotel Waikiki Beach Marriott Resort and Spa Hilton Waikiki Beach manager of theyear Medium Property ( Rooms) Erik Awana Waikoloa Beach Marriott Resort & Ocean Club James LaFave The Westin Princeville Ocean Resort Villas Si i Savou The Westin Nanea Ocean Villas Christopher Veniegas Kauai Marriott Resort & Beach Club Donald Dondi Viquelia Marriott s Waiohai Beach Club Small Property (Under 200 Rooms) George Tandal Sr. Marriott s Kauai Lagoons Kalanipu u Zachary Drawdy Mauna Kea Beach Hotel Anna Enomoto Debra Ann Achong Flora Bumanglag Aston Kaanapali Shores Ofelia Agdeppa Shantel Burns The Westin Maui Resort & Spa Halekulani Aqua Aloha Surf Waikiki Ward Almeida The Lotus Honolulu at Diamond Head Kelly Alonzo The Surfjack Hotel & Swim Club Jennifer Evetushick Embassy Suites by Hilton Waikiki Beach Walk Marcus Frerk Claire Butler Divina Garcia Hilton Hawaiian Village Waikiki Beach Resort Aston Waikiki Beach Tower OHANA Waikiki Malia by Outrigger John Gieske Waikoloa Beach Marriott Resort & Ocean Club Donna Carbonell Kaylin Arakaki Eugenia Carin Mark Arthur Sarah Cera Yuet Oy Au Sherrie Chan Lawai Beach Resort The Ritz-Carlton Residences, Waikiki Beach Derek Bacigal Yvonne Chang Joanne Iwamoto Leslie Cho Lisa Kaalekahi Maynard Manny Crawford Taryn Kabei Kauai Marriott Resort & Beach Club Paradise Bay Resort OHANA Waikiki East by Outrigger Hale Koa Hotel Speshel Baybayan Maui Condo and Home, LLC Mark Boettger Andaz Maui at Wailea Resort Aston Kaanapali Shores Hilton Waikiki Beach Aqua Kauai Beach Resort Hilton Grand Vacations, Hilton Hawaiian Village Hampton Inn & Suites Oahu/Kapolei Turtle Bay Resort N14 29 T H A N N UA L N A P O E PA A H A N A ja n uary 10, The Laylow, Autograph Collection Noriko Harimoto Aulani, A Disney Resort and Spa James Jim Heid Grand Wailea, A Waldorf Astoria Resort Kaipo Henrikson Moana Surfrider, A Westin Resort & Spa Waikiki Beach Marriott Resort and Spa Prince Waikiki

29 CONGRATULATIONS to our Hilton Hawaiian Village team members who have been nominated for the Na Po e Pa ahana Awards. You were selected because of your focus on excellence in everything you do. Mahalo from your ohana at Hilton Hawaiian Village. CLAIR SUPE Front Office Person of the Year EDWARD PELEKAI Security Officer of the Year FRANCESCA PEILER Food & Beverage Person of the Year NANCY JONES Lodging Person of the Year SAMUEL DADULLA Housekeeping Person of the Year SURAPEE SARTRAPAI Bell/Valet Person of the Year WILLIAM TUPOU Maintenance Person of the Year CLAIRE BUTLER Manager of the Year HAWAIIAN VILLAGE WAIKIKI BEACH RESORT HiltonHawaiianVillage.com

30 29th Annual Na Po e Pa ahana Awards Nominees Lou Ellen Kaneshiro The Royal Hawaiian, A Luxury Collection Resort Carol Laau-Silva Westin Hapuna Beach Resort Claudette Luana Maitland Outrigger Reef Waikiki Beach Resort Ayie Melendez The Westin Princeville Ocean Resort Villas Corinne Mizuno Sheraton Maui Resort & Spa Charles Naura Ala Moana Hotel by Mantra Randi Okuhara Sheraton Princess Kaiulani Tylun Pang Fairmont Kea Lani Ryan Stansel The Westin Ka anapali Ocean Resort Villas Lorna Puna Stillman Bryan Sadaoka Outrigger Waikiki Beach Resort Trinidad Trini Sanga The Kahala Hotel & Resort Sharolyn Segundo Courtyard by Marriott Waikiki Beach Marriott s Ko Olina Beach Club Trump International Hotel Waikiki Marriott s Waiohai Beach Club Theresa Tomacder Heidy Vicente Darren Seto Jennie Waiwaiole-Vega Richard Solomon Eliot Yamamoto Aston Executive Centre Hotel Hilton Grand Vacations, Waikoloa Resorts Poipu Shores Resort Sheraton Waikiki 2019 Outstanding Lodging employee of the year Shermie Agustin Mika Kamanao Joel Pananganan Tammy Awong Oralani Koa Norene Protacio Mauna Kea Beach Hotel Embassy Suites by Hilton Waikiki Beach Walk Francis Keoni Cabanting Fairmont Kea Lani Satomi Crabbe Hyatt Regency Waikiki Beach Resort & Spa Liciora Dagupion Aulani, A Disney Resort and Spa The Westin Nanea Ocean Villas Han-Quoc Lam Prince Waikiki Raymond Longakit Sheraton Waikiki Hilton Grand Vacations, Hilton Hawaiian Village Rashell Rivera Maui Beach Hotel Courtyard by Marriott Waikiki Beach Kareezma Rodriguez Leila Machado Jenni Saguid Ala Moana Hotel by Mantra Aston at Papakea Resort The Westin Princeville Ocean Resort Villas Marriott s Waiohai Beach Club Rainier Dela Cruz Kayo Mamaclay Hilton Waikiki Beach The Westin Maui Resort & Spa Samantha Dizon Marriott s Maui Ocean Club Jamie Doi The Ritz-Carlton Residences, Waikiki Beach Kevin Doo OHANA Waikiki East by Outrigger Kawailani Dutro Marriott s Ko Olina Beach Club Bernice Fielding OHANA Waikiki Malia by Outrigger Ephraim Manumaleuna Turtle Bay Resort Lynn Matsumura Sheraton Princess Kaiulani Gennifer Takawo Aqua Palms Waikiki Nicole Vegas Jenna Mello Virgilio Velasco The Westin Ka anapali Ocean Resort Villas Claron Miguel Hale Koa Hotel Lynn Hirayama Jane Narimatsu Nancy Jones Teri Pagud Hilton Hawaiian Village Waikiki Beach Resort Jesse Suderman Waikiki Beach Marriott Resort and Spa Grand Wailea, A Waldorf Astoria Resort Halekulani Todd Smith Kauai Marriott Resort & Beach Club Wyndham Vacation Resorts Royal Garden at Waikiki N16 29 T H A N N UA L N A PO E PA A H A N A ja n uary 10, Paradise Bay Resort Lawai Beach Resort Emerson Viscarra Aston Waikiki Beach Tower Kwong Lui Wong The Kahala Hotel & Resort Lauren Yamamoto Waikiki Beachcomber by Outrigger

31 Congratulations to all our team members for being recognized as Na Po e Pa ahana fi nalists. We re proud of your accomplishments and all that you do, both at our hotels and in the community. Engineer & Maintenance: Large Property (450+ rooms) Daven Arcangel, The Westin Maui Resort & Spa Susan Iwasa, The Royal Hawaiian, A Luxury Collection Resort Food & Beverage: Large Property (450+ rooms) Patrick Ongjoco, Sheraton Waikiki Food & Beverage: Medium Property ( rooms) Raylynn Kanehailua, Waikoloa Beach Marriott Resort & Ocean Club Front Office: Large Property (450+ rooms) Kanoa Lacerdo-Magallanes, Sheraton Waikiki Housekeeper: Large Property (450+ rooms) Merlita Bagalacsa, The Westin Maui Resort & Spa Adelina Cambe, Sheraton Waikiki Security Officer: Large Property (450+ rooms) Marcus Curimao, The Westin Maui Resort & Spa Anthony Tony Kaahanui, Moana Surfrider, A Westin Resort & Spa Manager of the Year Randi Okuhara, Sheraton Princess Kaiulani We are proud of all of our nominees and honored to work with you. The Moana Surfrider, A Westin Resort and Spa Jeremy Dichoso, Food & Beverage Marilyn Nicholas, Housekeeper Joanne Iwamoto, Manager The Sheraton Waikiki Brent Yoshida, Bell/Valet Eilot Yamamoto, Manager Joel Pananganan, Outstanding Lodging Employee Clyde Freitas, Engineer & Maintenance The Royal Hawaiian Chad Nakamura, Bell/Valet Sam Ho, Food & Beverage Chenoa Aubrey, Front Desk Lou Ellen Kaneshiro, Manager The Ritz-Carlton Kapalua Stephen Pedroza, Bell/Valet Laura Fisher, Front Offi ce Pauline Hafoka, Security Offi cer Wynne Simplot, Housekeeping Waikoloa Beach Marriott Resort & Ocean Club Arnold Cabico, Bell/Valet Vernard Gruezo, Housekeeper Erik Awana, Security Offi cer Debbie Uwanawich, Front Desk Christopher De Verre, Engineer & Maintenance Kelly Alonzo, Manager The Ritz-Carlton Waikiki Beach Residences Ryan Ragudo, Bell/Valet Cindy Finiiray, Housekeeping Kaipo Henrikson, Manager Cohco Harbour, Front Desk Chris Arellano, Engineer & Maintenance Jamie Doi, Outstanding Lodging Employee The Marriott Waikiki Beach Lynn Matsumura, Outstanding Lodging Emplyee Lisa Kaalekahi, Manager Eugene Foki, Bell/Valet Eugene Jaramillo, Engineer & Maintenance Marian Wong, Food & Beverage Sabino Perez, Security Offi cer Allyson Yoshimura, Front Offi ce Lydia Macaraeg, Housekeeper Kauai Marriott Resort & Beach Club Charie Zabala, Food & Beverage Chris Veniegas, Security Offi cer Dennis Gomez, Bell/Valet Jane Narimatsu, Outstanding Lodging Emplyee Kaylin Arakaki, Manager Marla Davis, Front Desk Nathan Kupihea, Engineer & Maintenance Vannesa Ramirez, Housekeeper The Sheraton Princess Kaiulani Jesse Suderman, Outstanding Lodging Employee Austin Lacount, Security Offi cer The Westin Maui Resort and Spa Cody Okabayashi, Bell/Valet Merlita Bagalacsa, Housekeeper Marcus Curimao, Security Offi cer Valerie Bumanglag, Front Desk Annie Natividad, Food & Beverage Daven Arcangel, Engineer & Maintenance Jennifer Evetushick, Manager Rainier Dela Cruz, Outstanding Lodging Employee Sheraton Maui Resort & Spa Andrea Ku uipo Haupu, Bell/Valet Estrella Melchor, Housekeeper Junko Partridge, Front Desk Jessica Cacal, Food & Beverage Joshua Eng, Engineer & Maintenance Corinne Mizuno, Manager 2019 Marriott International, Inc. All Rights Reserved. Starpoints, SPG, Preferred Guest, Sheraton, Westin, St. Regis, The Luxury Collection, W, Le Meridien, Design Hotels, Tribute Portfolio, Element, Aloft, Four Points and their respective logos are trademarks of Marriott International, Inc., or its affiliates.

32 29th Annual Na Po e Pa ahana Awards Finalists the 2019 finalists Bell & Valet Person of the Year Large Property Dibiano Bontog Christopher Segi Chad Nakamura Trump International Hotel Waikiki The Royal Hawaiian, A Luxury Collection Resort Medium Property Derek Clemente Vance Patao Dennis Yap ( Rooms) The Kahala Hotel & Resort Small Property Mark Guerrero Travis Waltman (450+ Rooms) (Under 200 Rooms) Aulani, A Disney Resort and Spa Maui Beach Hotel The Westin Nanea Ocean Villas OHANA Waikiki East by Outrigger The Lotus Honolulu at Diamond Head Engineer & Maintenance Person of the Year Large Property (450+ Rooms) Medium Property ( Rooms) Small Property (Under 200 Rooms) Daven Arcangel Susan Iwasa Pono Kahili Neal Nitta Anacleto Sagucio Brian Perreira Allan Sagucio Lawai Beach Resort Wyndham at Waikiki Beach Walk Patrick Ongjoco Kan Wat Raylynn Kanehailua Keola Lasconia The Westin Maui Resort & Spa Embassy Suites by Hilton Waikiki Beach Walk Juan Baptista Aston Mahana at Kaanapali The Royal Hawaiian, A Luxury Collection Resort Andaz Maui at Wailea Resort Barry Yokoyama Aulani, A Disney Resort & Spa Courtyard by Marriott Waikiki Beach Food & Beverage Person of the Year Large Property (450+ Rooms) Medium Property ( Rooms) Small Property (Under 200 Rooms) Todd Mitsui Trump International Hotel Waikiki Roger Arrieta The Westin Nanea Ocean Villas Leonardo Dasig Surfjack Hotel & Swim Club Sheraton Waikiki Waikoloa Beach Marriott Resort & Ocean Club Halekulani Embassy Suites by Hilton Waikiki Beach Walk

33 29th annual na po e pa ahana awards Front Office Person of the Year Large Property (450+ Rooms) Khrisna Fabian Aulani, A Disney Resort & Spa Medium Property Samoa Leilua Small Property Debra Arakaki ( Rooms) (Under 200 Rooms) The Westin Nanea Ocean Villas Pagoda Hotel Kanoa LacerdoMagallanes Kelly Ann Noelani Wright Kalili Pavao Lynn Sato Sheraton Waikiki The Westin Princeville Ocean Resort Villas Cassel Kanahele Hokulani Waikiki by Hilton Grand Vacation Club Prince Waikiki The Kahala Hotel & Resort Channy-Lyn Motoyama The Surfjack Hotel & Swim Club Housekeeping Person of the Year Large Property Merlita Bagalacsa Medium Property Adelina Cambe Olive Tuimaunei Idena Bumanglag Romeo Cabilis Courtyard by Marriott Waikiki Beach Lordy Tamayo ( Rooms) Ilikai Hotel & Luxury Suites Small Property Dominador Domi Flores Cecilia Rabang (450+ Rooms) (Under 200 Rooms) The Westin Maui Resort & Spa Marriott s Kauai Lagoons, Kalanipu u Sheraton Waikiki The Lotus Honolulu at Diamond Head Turtle Bay Resort The Kahala Hotel & Resort Elvira Valmoja Lawai Beach Resort Security Person of the Year Large Property (450+ Rooms) Medium Property ( Rooms) Small Property (Under 200 Rooms) Kenneth Coyaso Marcus Curimao Anthony Tony Kaahanui James LaFave Si i Savou Donald Dondi Viquelia Marriott s Ko Olina Beach Club The Westin Princeville Ocean Resort Villas George Tandal Sr. Marriott s Kauai Lagoons, Kalanipu u The Westin Maui Resort & Spa The Westin Nanea Ocean Villas Moana Surfrider, A Westin Resort & Spa Marriott s Waiohai Beach Club

34 29th Annual Na Po e Pa ahana Awards Finalists Manager of the Year Derek Bacigal Hale Koa Hotel Randi Okuhara Tylun Pang Sheraton Princess Kaiulani Fairmont Kea Lani Outstanding Lodging Employee of the Year Nancy Jones Hilton Hawaiian Village Waikiki Beach Resort Mika Kamanao Aulani, a Disney Resort & Spa Oralani Koa The Westin Nanea Ocean Villas The Na Po e Pa ahana Individual Awards Allied Member of the Year: Interstate Restoration Hawaii Individual Allied Member of the Year: Carol Shimomura, Pacific Guardian Life Chef/Restaurateur of the Year: John Salcedo, Rumfire at Sheraton Waikiki Hospitality Educator of the Year: Lorelle Peros, UH Maui College Na Po e Pa ahana Legacy Award: Tihati Productions (Celebrating 50 Years) Excellence in Community Service Award: Hanalei Colony Resort Woman of the Year Award: Laura Richards, Hanalei Colony Resort Leader in Sustainability Award: HYATT Hotels Hawaii Pu-lamahia Award: Ka- anapali Beach Hotel r team! u o o t s n o i t a Congratul 5017 Lawai Rd. HI Koloa N20 29 T H A N N UA L N A PO E PA A H A N A ja n uary 10,

35 CONGRATULATIONS Thank you to all our finalists and nominees that make Hawaii a World Class Destination. Ofelia Agdeppa Eddie Agonoy Debra Arakaki* Juan Baptista* Speshel Baybayan Felicidad Bonilla Nick Bravo Idena Bumanglag* Flora Bumanglag Donna Carbonell Sarah Cera Leslie Cho Edmundo Coloma Liciora Dagupion Leonardo Dasig* Sam Delos Santos Anna Enomoto Marc Caesar Espiritu Marcus Frerk Jennie Fukushima Mark Guerrero* Yumi Kato Milika Loketi Louie Miguel Channy-Lyn Motoyama* Alex Reganit Rashell Rivera Darren Seto Virginia Suyama Gennifer Takawo Emy Tomogsoc Joselyn Vaquilar Emerson Viscarra Emelda Wada * Finalists AquaAston.com

36 Congratulations to our shining stars The Kahala applauds our outstanding colleagues nominated for the Na Po e Pa ahana Awards. Your dedication to exceptional service and warm hospitality are appreciated by all of us at The Kahala Hotel & Resort. Kwong Lui Wong IN-ROOM DINING Anthony Calvan BEVERAGE Norman Batara ENGINEERING Derek Clemente FRONT SERVICES Lordy Tamayo HOUSEKEEPING Lynn Sato FRONT OFFICE Theresa Tomacder HOUSEKEEPING KAHALARESORT.COM

37 Na Po e Pa ahana Award Nominees Thank you for your hard work, passion and dedication to our visitors from around the world and your fellow employees. You are truly an inspiration to all those whose lives you touch. Debra-Ann Achong Manager of the Year Lynn Hirayama Outstanding Lodging Employee of the Year Kan Wat Food and Beverage Person of the Year Amading Fermin Engineer of the Year Jerome Padua Front Office Person of the Year Terrance Yano Bell/Valet Person of the Year Renato Borromeo Housekeeper of the Year

38 Serving with Aloha & Proud HLTA Member Mahalo for your Valued Partnerships luxury lvt carpet tiles embassycarpets.com Coast-To Coast Quality since 1985

39 Laura Richards WOMEN IN LODGING & TOURISM S WOMAN OF THE YEAR The GM of Hanalei Colony Resort opened doors to victims of Kauai floods and to keep schools going BY DAVID PUTNAM As devastating floods roiled across the island of Kauai in April, Laura Richards flung open the doors of the Hanalei Colony Resort. There was no water or electricity, but the resort s general manager, who had weathered Hurricane Iniki in 1992, assisted in the emergency by housing disaster relief teams and doubling up as a distribution center for food and medical services, says Hawaii Lodging & Tourism Association President and CEO Mufi Hannemann. Richards and the resort became a beacon of light for their community, Hannemann told HLTA Kauai members in June. Richards has been selected 2019 Woman of the Year by the Hawaii chapter of Women in Lodging & Tourism. The annual, hospitality-industry award goes to a woman with outstanding leadership in her profession and community. She was with family over the holidays in Placerville (Calif.), and was shocked and humbled when I received the call, she says. I had tears rolling down my face, and my family thought something awful might have happened. Of course, when they heard the news we all started hugging and crying with joy. It is wonderful to be recognized, but I am only a conduit for the many people who are working hard to make a brighter future for Kauai after a very difficult year. Sometimes we have to make lemonade out of lemons, and that is exactly what is happening right now. The recipient of the Woman of the Continued on Page 44 Tips for Success Laura Richards, GM of Hanalei Colony Resort, offers advice for women interested in starting careers in the hospitality industry: Get an education in business and hospitality. If you can t afford to go to college, start with online courses. Never look at your job as just a job, but a part of your everyday life. We work eighthour days (or more) and travel back and forth it s a huge part of our day. So love your job. Be curious. Ask to move around in departments so you learn all aspects of the industry. Listen if you are asked to learn more, and take the challenge. Smile. You will feel happier. Work hard it is more fulfilling. Look for ways to make a positive influence without complaining. Know your strengths and weaknesses. Surround yourself with people who fill your weak areas so you have a complete and positive team. Always be ready to accept that someone else may have a better idea. As you grow in your career, get a personal leadership consultant to help you understand your personality and where it fits in the hospitality world. Join an island chapter visitor bureau. Work with a terrific marketing and advertising team. TRADEPUBLISHING.COM/hawaiihospitality 39

40 Honolulu s homeless frequently find sleeping places on Waikiki Beach. Security Crisis for Isles Lodging Industry Homelessness prompting hotels to adopt ways to ensure safety of visitors and staff BY BRANDON BOSWORTH Hawaii s homeless crisis poses the biggest problem to hotel security personnel, according to local experts. There are several issues related to homelessness, says Jerry Dolak, president of the Hawaii Hotel Visitor Industry Security Association (HHVISA). The mentally ill homeless that do not care for themselves and yell at our guests Jerry Dolak and employees, the homeless with drug addictions who steal from guests who leave their property unattended and, of course, the defecation and urination in the public areas and retail spaces. Dennis Maher We train all employees to be the eyes and ears of security and constantly escorting or trespassing the individuals that pose a threat to guests and employees. Dennis Maher, director of facilities and security at Trump International Hotel Waikiki, says the rise in homelessness and crime in Waikiki has added to an already difficult job. Guest safety is paramount; if they don t feel safe, they won t return. Of course, not all homeless people pose a direct threat to guest safety, but that doesn t mean they don t pose problems for hotels. There are homeless well-known to security who are trespassed from the property and are constantly asked to leave, Dolak says. When there is a new face, Dolak says security will give them the benefit of the doubt and inform them of the services available at the Institute for Human Services (IHS). If they are looking for alternatives, security personnel can absolutely connect with us, says Kimo Carvalho, community relations director at the IHS. We get about 50 referrals a month. Give as much information as possible. It helps us respond. If you refer a homeless person to us we can often help. The staff at Trump International Hotel Waikiki often Kimo Carvalho works with IHS. In partnership with the Honolulu Police Department and IHS, we are trying to find ways to get the homeless to shelters, says Maher. Many don t want to follow all the rules so they won t transition, 40 HAWAII HOSPITALITY JANUARY-FEBRUARY 2019

41 but some do, which helps. Our officers are trained to offer outside services to homeless who are found on the property. Another key factor to avoiding repeat issues with the homeless individuals is to treat them with respect; if you treat them as an individual and handle the situation in a nice way, they likely won t return. When they are not treated well, they tend to return just to prove a point. Maher says Honolulu s controversial sit-lie ordinance might help push the homeless out of Waikiki and hopefully into shelters. However, many of them have been in Waikiki for so long, to them it is their home, he adds. It is always a challenge when they come on or around the property; our guests don t want to see or be approached by the individuals. Many times we can avert an issue by talking calmly and nicely to them and they will leave without incident, but there are times where we are already responding to an incident involving the individuals and have to deal with the situation accordingly. Michael Gaul Dealing with Sleepers One recurring issue is homeless individuals sleeping on hotel property. Michael Gaul, Hawaii branch manager of Securitas Security Services USA Inc., says waking up a homeless individual and asking them to leave can be hazardous. It has the highest risk potential, he says. Things could go either way. Sometimes they wake up and charge our officers. He says the number of assaults on his officers has increased, and that it makes it very hard for us to find employees. It affects retention. When dealing with sleeping homeless people, Gaul says it is important not to touch them, even if they are being unresponsive to verbal contact. It can take up to an hour for some homeless to wake up, and another half hour to get them off the property. It s important to be cognizant of that. You can t just call 911 or HPD every time. If it appears that the individual does need medical attention, Gaul says to call for help. Sometimes non-compliant people need medical help. Call 911 and tell them someone needs medical attention. And if the individual is awake and responsive and you want them to vacate the premises, be nice, says Albert Spike Dennis, a consultant with Securitas. Dennis stresses treating them Helping Housekeepers Feel Safe Surveys in Seattle and Chicago found that over half of all hotel housekeepers have been sexually harassed by guests, and sexual harassment was one of the key issues during the recent Marriott Hotel strike. Among other concessions, striking workers won access to panic buttons and the guarantee that hotel guests who are accused of assaulting workers will be expelled from the hotel. Jerry Dolak, president of the Hawaii Hotel Visitor Industry Security Association (HHVISA), says this became an issue after some Mainland incidents. As a result, it has sparked an entire new industry of panic devices and locators employees can wear on their uniform, he says. Technology can now signal security departments with the very specific location of an employee in need. This technology comes with a hefty price tag. Several properties have also gone back to the old-fashioned buddy system by having employees work in pairs. Guests can be a potential threat, but by creating the right procedures and policies we can reduce the potential exposure to these threats, says Dennis Maher, director of facilities and security at Trump International Hotel Waikiki. If a guest is with dignity and speaking in a normal tone. Don t threaten them and don t escalate the situation. Don t lie, because deception is a trigger. The rise in homelessness and crime in Waikiki has added to an already difficult job. Guest safety is paramount; if they don t feel safe, they won t return. Dennis Maher Albert Spike Dennis He says since safety is first, he recommends keeping a distance of around 30 feet from the individual being engaged. If the person refuses to leave, Dennis says to call HPD and have a trespass citation issued. Also contact the police if the individual has an obvious mental health issue. Law enforcement is well-trained and have the ability to commit someone against their will to a facility for observation, Dennis says. in the room, the room attendant should be partnered with someone so they are not alone, or leave the door open while they service the room. If the room is not occupied, simply close the door as you work on the room and place a card on the handle to alert the guest that you are inside. Some hotels have a procedure in which housekeepers close and lock the door when servicing a room, says Hao Dang Tanacsos, president of HAOsekeeping Inc. and chair of Hao Dang Tanacsos HLTA s Hospitality Housekeeping Council (HHC). They will hang a sign on the door that says Cleaning in Process. Sometimes guests will want to enter a room that s being cleaned. Tanacsos says if this makes a housekeeper feel unsafe, he or she can come back and clean the room later. She adds that all hotels have programs in place dealing with sexual harassment. Many in-house security departments can offer training to help spot suspicious individuals and keep staff safe. TRADEPUBLISHING.COM/hawaiihospitality 41

42 Waikiki and the surrounding area is a popular location for Honolulu s homeless as well as for tourists. Gaul says being knowledgeable about legal and enforcement issues concerning the homeless is vital. The Hawaii ACLU provides a great deal of information on Twitter (twitter.com/ acluhawaii) that can help people understand the situation, he says. You can see if there s a homeless sweep upcoming in you area. Disseminate that information to your staff. While security is a major issue, homeless individuals might be in need of assistance, and there are options available besides calling 911. Dennis suggests creating partnerships with the community, and points out that the ACLU has many outreach programs. Even if the police have to be called, Dennis recommends trying to bring in an outreach worker as well. Avoiding Theft Another major problem hotel security face is theft. Maher says theft along with the homeless and illegal parking is the biggest concern to hotel security directors according to a 2017 survey. Most theft takes place when guests are away from the hotel, he says. The only thing we can continue to do is make our guests aware that they should not leave any valuables in their vehicles when they tour the island, Maher says. Take what you can carry with you and leave the car empty. Some theft is more high-tech in nature. Phishing incidents are constant, Dolak says. We have to teach all employees how to discern actual requests from the fake ones. One mistake could cause a data breach. Even with the problem of phishing, technology as a whole can help make hotels more secure. Cameras remain one of the best security tools and keep getting better every year, Dolak says. There is software that can alert us to suspicious movement uncharacteristic of a normal guest or pedestrian. The same goes for door-lock technology: A hotel door doesn t just record entries, the lock can record exiting and when doors are left ajar. Some hospitality technology is more problematic. There is technology designed to improve the guest experience that makes it harder for security such as guest check-in at kiosks or keys downloaded onto phones, Dolak says. Security appreciates the human contact, especially when a well-trained front desk employee suspects something wrong such as fraud or human trafficking. Despite their increasing widespread recreational use, Dolak says drones have not been much of an issue. We thought drones would pose a serious nuisance and privacy issue, he says. However, the drone community has been for the most part respectful of the no fly zones. One local resource for those in the hospitality security field is the Hawaii Hotel Visitor Industry Security Association. The HHVISA is a group of tourist industry security managers and members of law enforcement sharing problems and solutions and specific training to make us better at what we do: keeping guests and employees safe, says Dolak. HHVISA hosts a private security alert webpage hhvisa. org with alerts, a communication network with local police, federal law enforcement and emergency response agencies, and monthly meetings and annual seminars with specific hotel security industry training. 42 HAWAII HOSPITALITY JANUARY-FEBRUARY 2019

43 Continued from Page 11 Medium Property ( rooms): The Kahala Hotel & Resort points out that for more than 18 years, Lordy Tamayo has taken great care to remember the finest details of our guests, providing everything expected from our luxurious resort. It is this attention to detail that he gives to our guests that create their desire to return year after year. Small Property (under 200 rooms): The Lawai Beach Resort calls Elvira Valmoja a dedicated room attendant who goes out of her way to assist others, always with a smile and a positive attitude, demonstrating akahi (kindness and empathy) to everyone. The resort turns to Valmoja and her 12 years of experience to help train new housekeeping associates. Security Officer Large Property (450+ rooms): Kenneth Coyaso, or Coach Ken as he is called at Marriott s Ko Olina Beach Club, has nearly 20 years of resort security and visitor industry-related service. He s also a longtime softball coach and educator at Waianae High School. The resort writes that for Kenneth, our visitors are ohana and the brightness of our future is dependent on how sincerely we are able to convey that aloha. Medium Property ( rooms): James LaFave, a lead security officer, notes The Westin Princeville Ocean Resort Villas, has saved a guest s life during a heart attack. He s also been called to simply patch up a guest with a Band-aid by the pool, or more unusual requests like taking meat out of the freezer in a guest room so it could be thawed for dinner. For James, no task is too small, and just as important as the work he does to keep people and their property safe is making guests feel welcome and at home by creating personal connections with each encounter. Small Property (under 200 rooms): George Tandal Sr. is a loss prevention officer at Marriott s Kauai Lagoons Kalanipuu. The hotel writes that he wears multiple hats. You ll find him engaging with our owners and guests at the lobby during check-in and providing them information about the island and about their home away from home, to assisting other departments with activities like setting up tables for housekeeping, with delivering amenities and assisting with the engineering team. Featuring High Quality Cotton Linens that are Affordable Servicing Honolulu s Finer Restaurants With table linens, chef coats, oshibori towels, kitchen towels, etc. Jack Robinson SIMPLIFIED invoicing that you can understand. You ONLY PAY for what you use. NO hidden charges. The customer experience is not limited to just the food. Phone: jsunshine@hawaiiantel.net Finish Well. 30 Years of Quality, Experience and Service! Sunshine Linen Rental LIC. NO. C jdpainting.com Oahu Maui Kauai HOTELS & RESORTS COMMERCIAL RESIDENTIAL DEVELOPMENTS GOVERNMENT TRADEPUBLISHING.COM/hawaiihospitality 43

44 Continued from Page 39 Year honor will be announced at the HLTA s Na Po e Pa ahana Awards on Jan. 10. Richards also will be honored by the WIL at its event on Jan. 23 at the Queen Kapiolani Hotel. As part of its relief assistance, the Hanalei Colony Resort provided space for satellite classes for Hanalei Elementary, Middle and High Schools. In the hospitality industry, we are all trained for basic emergencies, Richards says. Living and working in the Wainiha/Ha ena area for three decades certainly helps. At Hanalei Colony Resort, we enjoy a uniquely remote setting, but with that comes the multiple challenges of road closures in Hanalei, electricity outages, tsunami warnings, hurricane warnings and more. I also lived at the resort after Hurricane Iniki, so I felt as prepared for a larger disaster situation as you can be and you can never be fully prepared for the devastation of flooding and landslides. Even before the flooding, Richards had been instrumental in developing a Wainiha/Ha ena Disaster Master Plan, where we established that the resort would serve in any way we could HAWAII S DUCT CLEANING PROFESSIONALS HVAC Systems Cleaning & Restoration Kitchen Exhaust Systems Cleaning Trash Chute Cleaning Fire Prevention Management Bathroom & Dryer Exhaust during an emergency. We have a team at the resort that stays prepared and committed to deal with emergencies, and we all kicked into gear. I can t emphasize enough how important it is to prepare and train for situations like this, and recommend that all islands and resorts establish their own plan. Looking back at the flooding, the difficulty for me was the unknown, she says. For example, a big question was whether there would be any road left at all once excavation efforts began. Everyone in the area with heavy equipment just went to work, and we worried for their lives as it was daunting. Those of us who could remain at work just put our heads down and went with the flow of needs. So much was coming in so fast it was often difficult to discern where re- (808) Oahu (808) Maui lief items were coming from and where they needed to go. Water, food, clothing and other supplies were arriving on boats and helicopters, which were also conducting evacuations. It was hard to get medical supplies in quickly, and there were some serious concerns, but thankfully many of those with the greatest needs were evacuated. I was able to Hospitality is central to our way of life, and we need to work together to protect our islands by educating our visitors prior to arrival and working with them to help enhance our communities. Laura Richards 44 HAWAII HOSPITALITY JANUARY-FEBRUARY 2019 communicate with the county via phone 24/7, and the resort quickly became the go-to point for critical information. The hospitality veteran says she has seen many changes in the industry over the years. Thirty years ago, hotels and resorts were doing all we could to grow the industry, as it is such an economic engine for our islands. We all wanted to share our aloha and welcome people to our home in paradise, she says. Today, when we try to capture how many visitors come to our islands, it is blurred between timeshares, fractional ownerships, hotels and short-term vacation rentals, with a lack of oversight and coordination. Much of this confusion, Richards says, stems from spiraling housing costs and hikes to homeowners mortgages and taxes, so they opt to participate in illegal short-term rentals. Lack of coordination, she claims, also strains Hawaii s reefs, parks, local communities and infrastructure. We pride ourselves in offering more flights here, yet we haven t been able to handle this additional visitor impact gracefully, she says. This is a dilemma, and choices must be made. Hospitality is central to our way of life, and we need to work together to protect our islands by educating our visitors prior to arrival and working with them to help enhance our communities. We are not the only place in the world to face issues resulting from increased tourism, but we can be at the forefront of creating reasonable and sustainable solutions such as cultural awareness, cohesive industry guidelines and regulating traffic. Nothing happens overnight, and we must start now. Kauai has been working on a tour-

45 ism strategic plan for more than five years. It has taken time to grasp what our needs are and how we all can help. We have established short-term goals, and are now at a point where we are discussing the next 40 years. Richards enjoys outrigger paddling and hiking, but adds that her 10 grandchildren on Kauai are my greatest pleasure, and living the beauty and fun of Kauai through their eyes is nothing short of a miracle. Along with her role at the resort, she is helping to develop the Kauai Strategic Plan and a new Master Resilience Plan and is working with the Hanalei Initiative, county and state to establish a full-scale North Shore shuttle service. Richards says there has never been a better time for women to start a career in the hospitality sector. Over the years, women have been finding their way into the corporate world and are more comfortable in our roles. We are natural-born leaders, organizers, strategic thinkers and multi-taskers. But we still have work to do. For example, equal pay between men and women is a very real issue. In the beginning of my hospitality career, when I was very young, I just wanted to turn 30 so someone would listen to me, she says. I not only felt invisible being a woman, but too young to know anything. This really bothered me. Over the years, she adds, women have been finding their way into the corporate world and are more comfortable in our roles. We are natural-born leaders, organizers, strategic thinkers and multi-taskers. But we still have work to do. For example, equal pay between men and women is a very real issue. Thankfully, in Hawaii our strong diversity of cultures has given many of us the opportunity to be strong in our respective fields, and I have had the opportunity to learn from many visionary women leaders. Servicing Hawaii Since 1964 Hotel Linen Restaurant Linen Uniforms Dust Control Janitorial Supplies Healthcare Linen Congratulations Na Po e Pa ahana Finalists and Nominees! Here For You When You Need Us Most! City Mill Charge Accounts Are Fast & Easy! Mulitiple Authorized Users One Call To Add/Remove Convenient Terms Paperless Invoices & Statements Local Credit Department Charge At Any City Mill Location Free Delivery Over $500 To apply, visit CITYMILL.COM or call a store near you! HONOLULU EWA BEACH HAWAII KAI KAIMUKI KANEOHE MILILANI PEARL CITY WAIANAE TRADEPUBLISHING.COM/hawaiihospitality 45

46 news briefs Fairmont Orchid Appoints Viviano The Fairmont Orchid, a luxury resort on the Kohala Coast, has appointed David Viviano as executive chef. He will oversee in-room dining and the resort s catering department as well as six dining venues. We re thrilled to welcome Chef Viviano to our Fairmont Orchid David Viviano ohana, says General Manager Kelley Cosgrove. His passion for creating authentic, Hawaii Island-inspired fare, and fostering the culinary talent of our team allows us to elevate the memorable dining experiences we offer our guests even further. With more than 17 years of culinary experience, Viviano most recently served as executive chef at Eau Palm Beach Resort & Spa in Manalapan, Fla. Previous executive chef appointments include Montage Kapalua Bay, St. Regis Princeville, St. Regis Aspen Resort and the Westin Phoenix Downtown. Aqua-Aston Taps Mayo Aqua-Aston Hospitality has appointed Fred Mayo as general manager of Aston at the Maui Banyan. Mayo will head the condominium s 132-unit rental program and its Association of Apartment Owners (AOAO), and will also oversee client relations, guest services and satisfaction, resort Fred Mayo administration, marketing, sales and reservations initiatives. Fred will be the cornerstone of our operations at this property, says Lesli Reynolds, Aqua-Aston s senior vice president of operations. She adds that Mayo will play an integral role in the success of Aston at the Maui Banyan, and providing exceptional customer service to our guests. With more than two decades of industry 46 HAWAII HOSPITALITY JANUARY-FEBRUARY 2019 experience, Mayo has previously served as general manager of Lahaina Shores Beach Resort, Kapalua Villas and other Aston Hotels & Resorts properties in Hawaii. Kapalua Bay Course #17 now offers Maui s only over-the-ocean par 3. COURTESY DAVE SANSOM PHOTOGRAPHY Kapalua Bay Revamps Golf Courses, Academy Montage Kapalua Bay will soon revamp its Plantation Course, and has rerouted four holes on its award-winning Bay Course in addition to completing extensive upgrades to the course s shop and academy. In February, the Plantation Course is scheduled to begin multimillion-dollar enhancements, which include resurfacing all greens, renovating all bunkers and adding new tee complexes. Bay Course upgrades include a new 17th hole, offering Maui s only over-the-ocean par 3. The golf shop has been relocated to the resort s Village Center. Kapalua Golf Academy s practice range and tee areas have been expanded, including a 9,000-square-foot putting green. The Plantation Course hosts the PGA Sentry Tournament of Champions in January. Course enhancements are scheduled to be complete in November. HCC Promotes Feagaimaalii The Hawaii Convention Center has promoted Helene Feagaimaalii from director of catering sales to director of food and beverage. Helene has elevated our catering services, and I am confident that she will continue to delight our guests with world-class food and beverage Helene Feagaimaalii operations, says Teri Orton, general manager of the Hawaii Convention Center, which is directed by AEG Facilities. She exemplifies the center s we can make Turtle Bay Awards $135,000 The Turtle Bay Foundation, a Turtle Bay Resort nonprofit, in December awarded $135,000 in grants and scholarships to college-bound students and to 83 North Shore nonprofits. Award recipients, students, teachers and community members attended the 2018 awards ceremony.

47 it happen attitude, and for the past 11 years has upheld our core values with her leadership and experience. In her new role, Feagaimaalii oversees event menu development, food and beverage sales and collaborates in the planning and execution of successful functions with chefs, service managers and convention leaders. Kapalua Golf Gives $10,000 to Aid West Maui Kapalua Golf, a Troon company managing Kapalua Resort s golf and tennis complex, is donating $10,000 to Habitat for Humanity in the wake of August s Lahaina Fire. Habitat for Humanity will use the donation for its West Maui relief efforts. These include construction of 10 single-family affordable homes in Lahaina to replace dwellings lost in the fire. The donation was raised through September green fees at the resort s two golf courses. Construction of the new homes is underway and is expected to be complete in mid Max Tornai (left), the development director with Habitat for Humanity, accepts the donation with Kapalua Golf s Steve Sanchez, Zachary Peck and Alex Nakajima. Marriott s Tatum to Head HTA Chris Tatum, formerly area general manager of Marriott Resorts Hawaii, says serving as president and CEO of the Hawaii Tourism Authority is a once-in-a-lifetime opportunity. Tatum, whose career with Marriott spans 37 years, was chosen to head the state tourism agency Chris Tatum by HTA s board of directors on Nov. 27. Tatum, who replaces George Szigeti, was scheduled to lead his first HTA meeting in his new official capacity on Dec. 27. This is a once-in-a-lifetime opportunity to make a difference in my home by developing a sustainable brand strategy that enhances the visitor s experience, while preserving our way of life, Tatum says. The board selected Tatum from more than 100 candidates who applied for the position during a four-month search. Previously, Tatum served as chairman of the Hawaii Lodging & Tourism Association and the Oahu Visitors Bureau. Tatum, who moved to Hawaii while young, graduated from Radford High School and Michigan State University. Palafox Named Operations Director for HLTA The Hawaii Lodging & Tourism Association has hired Edgar Palafox as new senior director of operations, replacing Dean Nakasone, who left the association to pursue other career opportunities. Palafox worked in human resources for the Sheraton Waikiki and Hertz Corp. before joining Goodwill Hawaii as HR Edgar Palafox manager. With his experience in business and the nonprofit sector, as well as management and labor, I feel that Edgar will be a great asset to our organization and members, says Mufi Hannemann, HLTA president and CEO. Prior to Goodwill, Palafox was an instructor at Hawaii Pacific University, HR manager at the Hawaii Community Foundation and Cheap Tickets, and a representative for the Hotel Employees & Restaurant Employees Union, Local 5. He earned his undergraduate degree at Linfield College and the University of Hawaii at Manoa and his master s at Hawaii Pacific University. I am excited to reintroduce myself to the visitor industry, says Palafox. I know how much HLTA contributes to our community, from philanthropic efforts like the Charity Walk, to advocacy at the state and county levels. I am honored to join an organization that is so committed to creating positive change. Hannemann says that Dean s departure is a great loss for our organization. He s brought his tourism experience and insight and strong leadership to our membership, and we look forward to working with him again in his new endeavors. The HLTA also promoted Jared Higashi to senior director of government and community affairs, and Melina Hicks became administrative director while Ashley Yonamine was named director of membership and communications. TRADEPUBLISHING.COM/hawaiihospitality 47

48 ho okipa HLTA HRA Hall of Fame Inductions Gale Uechi, Laureen Fern, Paul Horner, Madelyn Fern PHOTOS BY ANJJ LEE The Hawaii Restaurant Association welcomed 10 new members into its Hall of Fame during a presentation on Nov. 19 at the Sheraton Waikiki Beach Hotel. Along with the Hall of Fame inductions, the HRA also hosted its annual Chefs of Aloha Dine Around. Corey Nonaka, Alyssa Nonaka, Jayme Nonaka, Alan Wong, Susan Nonaka Jewel Alquisalas, Gavin Onishi, Rachael Teves Keli I Gouveia, Steve Trecker, Marianne Dymond Paul Uyehara, Misa Uyehara, Walt Kunimitsu Galen Narimatsu, Jan Sueoka, Ernest Sueoka 48 HAWAII HOSPITALITY JANUARY-FEBRUARY 2019

49 Julius Abrigado, Christine Jacinto, Carin Ham, Tim Kawamoto Ernesto Limcaco, Maxie Asaghi, Hardy Kintscher, Tri Hong Mikey Forville, Chris Blanc, Alexa Ryan Dirk Koeppenkastrop, Alissa Reyno, Fanny Queloz Brian Gremillion, Ryan Higa Matt Rose, Hide Sakurai, Michael Miller, Matt Goto Keith Endo, Adrian Solorzana, Garrett Cho, Stuart Matsunami, Steven Nakahira Shari Baker, Anne Lee, Duke Baker, Mitzi Walker, Danielle Howard Leslie Acoba, Jason Takemura, Jojo Hombrebueno TRADEPUBLISHING.COM/hawaiihospitality 49

50 Continued from Page 6 where there will be 5,000 people on site. And the great thing is, there s an argument for both. One is not better than the other, it s just different consumer choices. What we re trying to do is really customize the programming and the content. At Surfjack, there s a surf theme. We re launching a lot of movies, doing environmental things. We do clothing launches, but it s going to be a local company, not an Armani. Everything in the hotel is produced locally. In a small environment, you can do that. So we make that part of the offering. And we partnered with Ed Kenney to do the restaurant, Mahina and Suns. We also brought in Olive and Oliver, local retail operators. It s safe to say not all hoteliers use terms like programming and content, but they didn t spend 15 years in the tech business. (More on that, too.) Surfjack, Rafter says, provides a sort of blueprint for other properties. We have another project we re doing now, the White Sands, due to open in the spring, he says. This one I m really excited about because it s a walk-up there are no elevators. When the history is written, it will be the last walk-up in Waikiki. It s on Nohonani just off Kuhio. So same thing, we re not going for oceanfront. But it has so many of the same elements as Surfjack. There s a central pool surrounded by three walk-up buildings (95 rooms total) that look in on the pool. What makes this one unique is that it s green and tropical, and there are trees, and Waikiki has gradually turned into a lot of concrete. But you look into this hotel and it s a green oasis. What we re modeling this hotel after is come experience the Hawaii of the late 1950s and 60s when the jet age had just started and all hotels were like this. We re partnering with a local restaurant operator from Chinatown, Fete. Due to open mid-summer is Renew, 72 rooms, on Paokalani just off Kalakaua. That one we have to get really creative, Rafter says, because the hotel itself, great location, but the lobby is small and there s no pool. So in conjunction with some of the same people (including local designer Michelle Jaime, who worked on Surfjack), we re trying to take this concept of wellness, which is big right now, but make it wellness external of the hotel. If you have a big hotel, you probably have a spa. 50 HAWAII HOSPITALITY JANUARY-FEBRUARY 2019 We want to push wellness out into the community. And the amount of stuff that happens on Oahu that guests are interested in, it s amazing some of the things we ve found that go beyond basic yoga or basic standup paddling. That s something we want to push out into. Younger people are naturally going to gravitate more to it. OLS is also involved in two Kauai properties, Plantation Hale Suites in Kapaa and Banyan Harbor Resort in Lihue. I ve always thought Kauai offers just about everything Hawaii offers, Rafter says. I m very positive about Kauai. Previously, Rafter spent more than 15 years guiding successful technology companies. In various roles he created global innovation centers, acted as a principal strategist for G2000 and other startup companies. In 1996, he co-founded Innerlinx (LiveBid), which was acquired by Amazon.com. He sold another company, which led to his exclusion from the tech industry for a year. Hospitality beckoned. I d always had an affinity for hotels because my first job out of the University of Washington was at Westin, which at the time was based out of Seattle where I grew up, he says. I remember my choice of internships was Westin or Starbuck s. Starbuck s back then was very small. I probably should have gone there, but I don t drink coffee, so I went to Westin. I was in their IT department (distribution), and viewed it more as a technology thing rather than a hospitality thing, but found it to be a fun job. I remember talking with Mike Holland, who had founded Aqua Hotels, a larger-than-life, 40-year hotel guy. And I told him one of the challenges with the industry is you have all these people who have the hospitality part down, but you don t have the analytics part down. And if you could merge those two together, you d really have something. Noting that baseball is his favorite sport because it is so tied to analytics, Rafter is trying to do similar things at OLS, which also operates more than 20 Mainland hotels and is in an aggressive acquisition mode. To me, that is one of the hallmarks of a good boutique hotel. You re there for what s happening in the hotel, not what s happening outside the hotel. Ben Rafter The amount of information that comes into a hotel is significant. We re catching up, Rafter says, but there is so much data available to our industry, and we know we haven t figured out how to embrace it. So you have all this data, but you can t lose sight of the fact we re selling an experience, especially here in Hawaii. But we do know not everybody wants to come here and sit on the beach anymore. A lot of this is geared toward shifting consumer dynamics. There is a lot more sophistication in travel today, a lot more content, a lot more information. People can self-select their experience. In my mind, we need to really push hard on this sub-40 market. There s a place in the world for 800- room hotels, there s a place for 200-bed hotels, there s a place for 80-room hotels. And all of this stuff working together is what makes Hawaii great. Now HTA, HVCB and all the organizations that help market Hawaii need to grab all this and convey to consumers that Hawaii is not the same place it was 20 years ago. The oldest millennials are almost 40. People think millennials are all 24 years old with beards, slinging coffee. What gets lost is the number of millennials with significant jobs and families and everything else. The numbers are massive. We need to get the word out that Hawaii is not just this place your parents visited seven times, it s also a place you should visit, and not just on your honeymoon. And this is not anything new anymore. All the things we ve been talking about localized, more content, diversity of properties these things are not trends any longer. They re set in stone. I don t know what they re calling the generation that is 23 now, but we should be looking at what they re thinking about. Have a good story about a good person in the Hawaii hospitality industry? Please me at don@ tradepublishing.com.

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52 LEAK REMEDIATION AND CONCRETE RESTORATION These exterior concrete stairs were exposed to years of rain water flowing down three floors and ponding on the bottom slab. In combination with water infiltration through below grade perimeter walls and the slab, embedded reinforcing steel was severely rusted. Epoxy injection and extensive spall repair were implemented to restore the concrete and the walking surfaces to a safe condition. Proven repair SyStemS. Quality WorkmanShiP. RCM has established a successful track record with leading design professionals and building managers. Call us and put our extensive remedial experience to work for you. ConstruCtion CorPorAtion Phone: Fax: iwilei road, Bay 219, honolulu, hi LiC.no. ABC 13668